Job Summary: The Frontline Leadership Development Trainer is a key player to iQor and T-Mobile in supporting the development and onboarding of frontline leaders within the site through program facilitation, follow-through with coaching and huddle observations and performance-based feedback.
Responsibilities: Facilitate leadership programs effectively utilizing a variety of delivery methodology including traditional instructor led, co-facilitation and virtual classes.Use positive reinforcement and adult learning techniques to promote learning and skill improvement.Evaluate training effectiveness through observations and feedback.Observe huddle materials and generate insights based on observations ensuring materials identified to have maximum impact by the ReadinessTeam are discussed. Ensure coach huddle facilitation and coaching meets expectations by providing appreciative and constructive feedback based on observations.Project manage learning and development initiatives providing a critical eye to ensure content is effective.Collaborate with the site FLDM to design programs and develop other interventions to support behavioral change and drive performance improvement.Collaborate with the site FLDM to identify training opportunities and provide regular updates to leadership on progress, changes, and results achieved.Work with the iQor FLD Team from across all sites to help develop, implement and be calibrated with companywide T-Mobile initiatives and leadership programs.Becomes subject matter expert on the product and line of business.Listen to target calls and track performance and trends in order to provide effective feedback to operations.Collaborates with Training to manage mentors to provide support and feedback to new hires.Works with the site FLDM to leverage the different coaching and development iLead, sQan, Valdi, Amplifai, etc and provides feedback to stakeholders to improve these tools.Skills Requirements: Ability to deliver content to leaders with the call center environment.
Education Requirements: Bachelor's Degree, First Degree, Trade/Vocational School certificate or Equivalent required. Degree in Business Administration, Engineering, Operations Management or related field preferred. Master's Degree preferred.
Physical Requirements: Occasionally exert up to 10 lbs. of force to push, pull, lift or otherwise move objects. Have visual acuity to perform activities such as preparing and analyzing data; and/or viewing a computer terminal. Speak, type and/or sit for extended periods of time. Consistent attendance is an essential function of the job.
