Job Summary:
The Frontline Leadership Development Manager is iQor and T-Mobile's first point of contact responsible for developing Customer Care frontline leaders and their support teams. The FLDMs play a significant role in the organization in doing competency development, performance-based coaching and feedback, and is at the forefront of achieving leadership growth through program facilitation, observations, triads and overall leadership development consultations.
Responsibilities:
- Act as the main leadership consultant and becomes subject matter expert on the product and line of business to provide necessary developmental support.
- Consult and partner with Site Leaders to identify leadership development needs, and interventions to address overall performance gaps.
- Collaborate with the SFLDM and site FLDT to design programs and develop other interventions to support behavioral change and drive performance improvement.
- Collaborate with the SFLDM and site FLDT to identify training opportunities and provide regular updates to leadership on progress, changes, and results achieved.
- 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.
- Design and facilitate training, effectively utilizing a variety of delivery mechanisms including instructor-led, co-facilitation, and virtual classes to help build bench strength for employees looking to promote to the next level.
- Use positive reinforcements and adult learning techniques to promote learning and skill improvement.
- Identify training opportunities through working knowledge of the job and Measure training effectiveness by providing continuous Reporting and analysis support of the implemented projects to sustain behavioral change.
- Evaluate training effectiveness through observations and feedback.
- Develop post training support and reinforcement tools to sustain behavioral change and drive improved performance.
- Project manage learning and development initiatives providing a critical eye to ensure content is effective.
- Listen to target calls and track performance and trend in order to provide effective feedback to operations .
- Collaborate with Training to provide mentor development in order for them to support and give feedback to new hires.
- Helps operations to leverage the different coaching and development tools like iLead, sQan, Valdi, AmplifAI, etc. and provides process improvement and usage feedback to stakeholders to help improve those tools.
- Work with the iQor FLD Team from across all sites to help develop and implement companywide initiatives and leadership programs.
Skills Requirements:
- Abilty lead a team of trainers in the delivery of leadership development material.
- Able to support Senior Manager.
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.
