The Leadership Development Manager champions programs that improve bottom-line financial performance, drive strategy execution, increase success in change navigation, and talent retention.

We are looking for someone who can help shape and sustain our vision on leadership.

Fostering a Supportive Environment:

   * Creating Psychological Safety: Leaders who cultivate an environment where team members feel comfortable taking risks, voicing concerns, and making mistakes without fear of judgment or reprisal.

   * Building Trust and Respect: Strong leaders who earn the trust of their team by being reliable, transparent, and demonstrating consistent fairness. They treat everyone with respect and value diverse perspectives.

   * Promoting Work-Life Balance: Recognizing the importance of employee well-being, good leaders who encourage healthy boundaries and support work-life integration.

 Empowering Team Members:

   * Delegating Effectively: Leaders who delegate tasks appropriately, empowering team members to take ownership and develop their skills.

   * Providing Autonomy: They grant team members the freedom to make decisions and solve problems independently within their areas of expertise.

   * Mentoring and Coaching: Leaders who invest in the growth of their team members by providing guidance, feedback, and opportunities for development. This includes mentoring, coaching, and sponsoring their advancement within the organization.

 Driving Team Success:

   * Setting Clear Goals and Expectations: Leaders who clearly communicate team goals, individual responsibilities, and performance expectations.

   * Removing Obstacles: They identify and address roadblocks that hinder team progress, such as resource constraints, communication issues, or conflicting priorities.

   * Celebrating Successes: Leaders who recognize and celebrate team accomplishments, both big and small, to boost morale and reinforce positive behavior.

 Fostering Collaboration and Innovation:

   * Encouraging Open Communication: Leaders who create channels for open and honest communication within the team, fostering a culture of dialogue and feedback.

   * Promoting Teamwork and Collaboration: They encourage team members to work together effectively, share knowledge, and support each other.

 * Fostering Creativity and Innovation: Leaders who create a space where new ideas are welcomed, experimentation is encouraged, and innovative solutions are explored.

Duties and Responsibilities:

• Design frameworks that represent the skills and leadership capabilities needed for the organization.
• Develop, create, and facilitate leadership enablement and professional development programs for emerging and established leaders.
• Manage the establishment of goals, planning, development, coordination, implementation, and evaluation of content that expects and directs exemplary performance and drives results.
• Collaborate with internal and external subject matter experts and vendors to assess, recommend, create, and implement leadership development processes, tools, resources, solutions, and interventions.
• Plan and implement leadership development activities, including training programs, events, and coaching.
• Provide strong partnership to HR, Contact Center, and Support groups in the development and implementation of strategies that improve the quality and diversity of the leadership pipeline.
• Design, develop, and facilitate HR training programs for management and employees.
• Consult with management on performance, organizational, and leadership matters. Conduct needs assessments to determine measures required to enhance employee and company performance.
• Identify and maintain a network of resources and keep up with trends and leading practices across industries related to the human capital management, talent management, and leadership development.

• Demonstrated track record of aligning learning approach and programs to organizational strategy, and determining measurable business impact.
• Proven track record of planning and executing learning initiatives for leaders in global environments.
• Demonstrated ability to build constructive, collaborative business relationships across organizational functions and levels.
• Experience with multiple learning modalities.
• Highly organized with the ability to prioritize in a rapidly changing environment.
• Superior verbal, written and presentation skills.
• Proficient in Microsoft Suite of products with special emphasis on Excel, Word and Power Point (knowledge of eLearning authoring tools a plus).
• Strong analytical, problem-solving, and project management skills.
• Bachelor’s Degree or equivalent education/experience required.
• Two or more years in the same or relevant role in a contact center environment.