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Leadership Develoment Manager

Req ID#:  149550

US

Leadership Develoment Manager

Operations

 

At Sitel, many of the world's best brands trust us to create authentic connections with their customers every day. We are backed by 30+ years of industry-leading experience and the entrepreneurial spirit of our founders. Our global presence spans 80,000 associates, 27 countries and 150 locations.

This is an opportunity to join a global company that's redefining the way brands connect with their customers. Working at Sitel is more than a job, it’s a career. In fact, 93% of our management positions are filled internally. Sitel is looking to hire over 450 associates, including leadership and support positions, by the end of this year with more growth planned in 2020; servicing one of the most well-known insurance providers for military members and their families.  Are you ready to join? 

 

SUMMARY OF RESPONSIBILITIES

As our business strategy evolves and our virtual Sitel@Home workforce grows, our training and leadership development programs must evolve in order to drive maximum performance from our teams and align with industry training trends.  This position leads a team of trainers and instructional designers responsible for designing, developing and facilitating front line agent and support function training.  This team serves all employees and leadership teams across the North American region working both in our virtual @Home environment and in our brick and mortar centers. 

  • Directly responsible for the quality, effectiveness, performance and business impact of all Leadership Development training resources/tools/systems, across all roles at Sitel
  • Conducts regular and thorough analysis of learning and development needs to identify critical workforce skill gaps and partners with department leaders to design and implement solutions to close skill gaps
  • Co-designs the framework, supervises the content design and executes relevant leadership development programs for leaders at all levels of the organization, with a keen focus on evaluation, in line with business strategy and performance expectations for each requirement
  • Helps better define performance expectations and translate these into training program evaluation plans and processes, tracks associate performance and adjusts training as needed
  • Supervises the delivery of programs that are effectively facilitated in remote and face-to-face environments
  • Leads a team of instructional designers and facilitators/instructors to deliver effective development solutions aligned with business needs
  • Provides modern, innovative learning experiences by keeping informed on leading industry trends and technology
  • Manages outside training resources for possible internal utilization to ensure the effective delivery of training solutions
  • Evaluates training initiatives and provides feedback regarding the impact of the initiatives
  • Works with company leadership to design training functions to ensure the development of employees to meet business needs, this may include: Competencies, Performance Standards/Measurements, Development/Learning Plans, Career Pathing & Succession Planning
  • Partners with operations teams and corporate talent teams to ensure that robust leadership pipelines exist and are accurately tracked and reported
  • Works with Talent Acquisition team members to provide internal candidate slates for key leadership positions and to close the feedback loop on new hire profiles and recruitment criteria
  • Supervises the design of programs to support the company’s diversity and inclusion efforts
  • Ensures that all programs provide a positive, empowering, fun learning experience
  • Develops strong client relationships through consultative communication and proactive approach to problem-solving and client needs/questions
  • Collaborates and operates as a unit with the Senior Production Training Manager and Onboarding Manager ensuring uniformity and perfect alignment with business needs as well as L&D department vision and purpose

 

POSITION QUALIFICATIONS

  • Bachelor’s degree in Instructional Design, Education, HR or related field.  Master’s preferred
  • 10+ years’ experience in a leadership development role requiring training service design/delivery and team leadership
  • Familiarity with customer service\ BPO industry and best practices for virtual leadership training preferred
  • Knowledge of proven training methods, as well as the technology that enables those methods
  • Solid experience designing courses and content for soft skills and management development
  • Excellent knowledge of learning theories, adult learning principles and instructional design models
  • Lesson and curriculum planning skills with the ability to work with SMEs to identify audience’s training needs, learning objectives and content gaps
  • Outstanding writing, communication and presentation skills
  • Passionate about education and visionary for how it can be applied by a BPO company to help customers achieve their goals
  • Ability to thrive in environments that often start with uncertain requirements or outcomes; ability to put definition and structure around problems and projects
  • Strong organization and team leadership skills and experience managing a large disparate team
  • Proven ability to gather support across multiple stakeholders and lead efforts through challenges and obstacles
  • Ability to communicate complex concepts in a clear, precise and actionable manner
  • Strong interpersonal skills in order to effectively partner and influence with stakeholders of all levels within our organization
  • Working knowledge of MS Office Applications (Word, Excel, PowerPoint)
  • Excellent organizational skills and attention to detail
  • Ability to manage multiple projects and priorities
  • Ability to coach, motivate and promote collaboration
  • Large company experience preferred, BPO preferred

Travel Required

Regular business travel required – Up to 40%.  Travel may include company business meetings or other events, as needed.  Travel time and will vary. Travel will be completed through the most cost-effective and efficient methods.

Leadership Develoment Manager

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