Leadership Development Consultant

The Instructor will conduct and facilitate various leadership development programs, including new manager onboarding sessions, new manager leadership development sessions, ongoing up-skill leadership development sessions, high potential development sessions as well as other facilitations and activities dictated by business needs. 

 

Description:

Responsible for identifying development gaps and needs, facilitating leadership development sessions for Sales & Service staff, and creating training materials as needed. Includes new manager development and onboarding, ongoing up-skill development, high potential development and project-specific training. The primary audience will be Sales and Service employees, but may include other employees.

  • Deliver leadership development programs to leaders at various levels within the organization and across multiple site locations
  • Partner with Sales & Service Training and Leadership Teams to create and deliver curricula that aligns with leadership competencies and business objectives
  • Create content and materials that are consistent and congruent across sites
  • Create Leadership reference materials for Sales and Service leadership teams
  • Develop and conduct new manager onboarding sessions, as well as other development sessions, as needed
  • Lead classroom facilitation of leadership programs using sound techniques; infusing technology; creating an all-inclusive learning environment
  • Track leadership participation and completion in leadership development programs

 

Required Qualifications: 

  • Bachelor's degree in Leadership, Management, or Education preferred. A Master’s Degree or Certifications in Leadership Development, Learning and Development, or Adult learning a plus.     
  • 5 years of professional, structured facilitation experience in a classroom; virtual delivery experience a plus.
    • Call Center leadership development and facilitation experience preferred.
  • Instructional design or content development experience preferred.
  • 3-5 years in a mid-level or senior-level management role leading operations teams, preferably in a contact center environment.
  • Experience coaching frontline and mid-level leaders.
  • Strong program management and project management experience.
  • Articulate, persuasive communicator across multiple organizational levels.
  • Expertise in Microsoft Office Suite, including PowerPoint, Outlook, Word and Excel required.
  • Strong oral and written communication skills.
  • Critical thinking and creative problem-solving skills; must be flexible and able to adjust to frequent changes in priorities and schedules to accommodate business needs including nights and weekends.
  • Proven ability to work well as a team player as well as work independently with limited supervision.
  • Demonstrates a high degree of professionalism.
  • Good organizational skills to meet tight deadlines.
  • Leadership experience in a Call Center is preferred.
  • Must be flexible for travel, as needed.

 

Essential Job Functions: 

  • Ability to alternate sitting and standing throughout an 8-hour period, and sometimes longer
  • Ability to use a computer keyboard and computer screen
  • Ability to use a telephone headset and telephone system
  • Ability to travel to all sites, as needed
  • Ability to perform all above-mentioned duties with or without accommodations

 


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