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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 Readiness
- Team 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.
