Job Description

1. Developing Learning Strategies

Create and implement learning and development strategies aligned with business objectives.

Design learning paths and programs for employees at different levels, ensuring they support career growth and performance improvement.

1. Assessing Training Needs

Conduct needs assessments to identify skill gaps, training requirements, and development opportunities within the organization.

Collaborate with department heads, managers, and senior leadership to understand workforce needs and organizational goals.

1. 3 Program Design and Implementation

Design, develop, and deliver training programs, workshops, and initiatives that enhance employee skills and leadership capabilities.

Manage both in-house training efforts and coordinate external resources or vendors for specialized learning programs.

1. Leadership Development

Create and implement leadership development programs to build a pipeline of future leaders within the organization.

Offer coaching and mentoring initiatives to develop leadership skills and improve team management capabilities.

1. Performance Management Support

Partner with HR to develop and enhance performance management systems, helping employees and managers with goal setting, feedback, and development planning.

Align learning initiatives with performance management to support continuous improvement.

1. Change Management

Play a key role in supporting organizational change initiatives by designing programs that help employees adapt to new processes, technologies, or organizational structures.

Facilitate workshops or training that focus on change readiness, resilience, and adapting to new environments.

1. Employee Engagement and Culture

Drive initiatives that promote a positive organizational culture, employee engagement, and alignment with company values.

Implement programs focused on team building, diversity and inclusion, and employee well-being.

1. Succession Planning

Develop and manage succession planning frameworks, identifying and nurturing high-potential employees for future leadership roles.

Build and maintain talent pipelines to ensure organizational stability and growth.

1. Measuring Training Effectiveness

Use metrics and feedback tools to assess the impact of learning and development programs on employee performance and organizational outcomes.

Continuously refine training methods and content based on data-driven insights and evaluation of program effectiveness.

Qualifications

• Bachelor's degree in Organization Development, Business Administration or other related field, preferred.
• Certifications in Situational Leadership II, Strengthsfinder, DDI, or other content vendors preferred.
• Minimum of 5 years of experience designing and delivering leadership, talent development, and management programs.
• Significant experience interacting with executives and facilitating executive-level meetings.
• Minimum of 3 years of experience in call center industry.
• Strong credentials and personal brand; ability to coach and develop at all organizational levels.
• Ability to curate and scale content to meet the needs of the level of the learner.
• Ability to deliver face-to-face and virtually, leveraging available tools.
• Expertise with adult learning theory and fitting delivery method to content.
• History of building and fostering positive relationships, both internally and externally. Able to collaborate and partner with other subject matter experts and business leaders.
• Proven ability to influence, educate, and gain support of senior leaders for leadership development, the role leaders play in developing other leaders, and the activities needed to support effective leadership development.
• Can effectively cope with change and can shift gears comfortably. Willing to shift between strategy, design, and delivery. Resourceful, does whatever is needed to get the job accomplished.
• Self-motivated and directed, possessing an ability to motivate others.
• Ability to manage multiple complex assignments, with proven ability to assess competing priorities in a high energy, fast paced environment.
• Strong business acumen, client-service, and results orientation.
• Strong communicator with excellent verbal, written, and presentation skills. Able to simplify complex topics so the uninformed end user can understand.
• Proven track record of strong program or project management and managing cross-functional programs.
• Experienced in analytics, including qualitative and quantitative methods.
• Practical in approach--has a natural orientation to getting things accomplished quickly in a high-quality way and maximizes results with the available budget.