Trainer Leadership Development

iQor; Talisay; On-site; PHP 320,000 - 520,000; Full time

Job summary

iQor in the Philippines is seeking a Frontline Leadership Development Trainer to support the development and onboarding of frontline leaders within the site through program facilitation, coaching, and performance-based feedback.

The role involves delivering multiple modalities, observing outcomes, and collaborating with the FLDM to drive behavioral change and performance improvement across teams.

Qualifications

• Ability to deliver content to leaders in a call center environment.
• Experience in adult learning techniques and coaching.
• Strong facilitation and program management skills.
• Ability to observe, measure and provide constructive feedback.

Responsibilities

• Facilitate leadership programs using instructor-led, co-facilitation and virtual classes.
• Use positive reinforcement and adult learning techniques to promote learning.
• Evaluate training effectiveness through observations and feedback.
• Observe huddle materials and generate insights for impact.
• Provide appreciative and constructive feedback to coaching sessions.
• Project manage learning initiatives and ensure content effectiveness.
• Collaborate with site FLDM to design programs and interventions for behavioral change.
• Identify training opportunities and provide updates to leadership on progress and results.
• Coordinate with FLD Team to align with company-wide initiatives and programs.
• Become subject matter expert on product and line of business.
• Listen to target calls and track performance trends to inform feedback.
• Work with mentors to provide support to new hires.
• Leverage coaching tools and provide feedback to stakeholders.

Skills

Content delivery to leaders

Education

Bachelor’s degree or equivalent

Master’s degree preferred

Job description

We're excited you've considered to Be More with iQor. From Customer Interactions to Product Support, we'll help you reach, stretch and realize your potential. Grow More with your own customized career path. Learn More with award-winning training. Earn More with industry-leading compensation. And Care More in a culture that treats you like family and gives back to your community. A world of opportunity is waiting. Let's get started!

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.