Senior Trainer, Learning & Leadership Development

The GLD Senior Trainer position holds primary responsibility for global facilitation and effective implementation of TeleTech Leadership Institute (TLI) and BUILD curricula and initiatives. In addition to corporate initiatives, the GLD Senior Trainer will partner with their manager to coordinate, facilitate & support any Operational Leadership Development initiatives as requested by site or program leadership. This position is also required to support operational development by providing implementation support to GLD initiatives through conducting triad sessions, providing feedback on effective action plans and other activities as prioritized by GLD leadership. The GLD Senior Trainer serves as a liaison between the GLD team and their respective sites by attending site based meetings and communicating to GLD management any relevant site issues and/or concerns. The GLD Senior Trainer is responsible to on-board other Senior Trainers into the TeleTech Leadership Institute curriculums. The GLD Senior Trainer is also a consultant, responsible for making needs analysis on leadership development, for their designated site and programs.

As this position is the primary facilitator of leadership development curricula, the GLD Senior Trainer is responsible for gathering and providing feedback to support the development and refinement of GLD and site based leadership development programs. The Senior Trainer must actively contribute ideas in the planning, execution and continuous improvement of activities/ courses/ policies/ processes.

% of time spent

Task/Accountability (Monthly)

60%

Facilitation:

• Global Leadership Development Trainings
• GLD T3 sessions
• Ad Hoc Program Trainings
• Team Building/Strategic Planning Sessions
• Execution of custom-based leadership development initiatives

30%

Operational Engagement:

• Conducts and documents operational triads
• Leadership/Operational Meetings
• Facilitates coaching observation calibrations for operational leaders
• Facilitates training observation calibrations for learning leaders
• Other operational support activities as required

10%

Reporting/Administrative:

• Provide class and daily schedule updates to Lead Trainer
• Update program/class completion rates
• Reports coaching calibration completion
• Schedule logistics of class and calibrations
• Prepares for class facilitation
• Ad hoc development support as needed

Daily

• EOD Reports for facilitated classes.

Weekly

• Training Completion Update
• Triad Completion Report
• Weekly Activity Report
• Coaching calibration reporting
• Provide updates on leadership development initiatives to GLD Leadership
• Submit class and daily schedule updates
• Meetings:

Delivery Team Meeting

Vertical Meeting

Operational Calibration Sessions (1 per week)

Center Leadership Team Meeting (if applicable)

1on1 with Manager

Monthly

• TL101 Scorecards (verification of posting)
• Meetings:

1on1 with Director

Quarterly

• Conduct goal alignment with manager

Annual

• Participate in personal goal setting (bi-annual)