Leadership Development Coordinator

SUPPORT SERVICES GROUP is a multinational company that provides Consulting, BPO, and Contact Center services, with a presence in 10 countries. 

We are seeking a highly motivated and detail-oriented Leadership Development Coordinator to play a pivotal role in fostering the growth and development of our call center leadership employees. This position requires a dynamic individual with a passion for Operational Leadership Development, an aptitude for delivering engaging remote training sessions, and the ability to ensure robust post-training follow-through. The ideal candidate will also oversee the management of self-paced learning modules within our Leadership Academy (LMS).

Key Responsibilities:

• Training Facilitation:
• Facilitate engaging and impactful remote training sessions for call center leadership employees across a global audience.
• Deliver content that equips leaders with the skills and tools necessary to excel in their roles and drive team performance.
• Adjust facilitation styles to accommodate diverse audiences and learning preferences.
• Post-Training Audits and Continuous Development:
• Conduct detailed post-training audits to assess knowledge retention, application, and overall program effectiveness.
• Provide actionable feedback and recommendations to participants and leadership teams.
• Develop and implement continuous improvement initiatives to enhance leadership capabilities and program outcomes.
• LMS Administration:
• Oversee the enrollment, tracking, and completion of self-paced leadership development modules in the company’s LMS.
• Monitor progress and generate reports to ensure compliance with learning objectives and timelines.
• Coordinate with internal teams to update and maintain LMS content and user access.
• Stakeholder Collaboration:
• Partner with operational leaders, HR, and training teams to align development initiatives with business goals.
• Serve as a trusted advisor to leadership teams on best practices for ongoing development.

Qualifications/Working knowledge of:

• Proven Operational Leadership experience
• Understanding leadership principles to guide supervisors in managing teams effectively.
• Experience in coaching techniques to help supervisors improve their performance.
• Ability to analyze supervisors' challenges and provide actionable solutions.
• Understanding of performance data to design targeted development strategies.
• Strong analytical skills with the ability to conduct post-training evaluations and deliver actionable insights.
• Excellent communication and presentation skills with the ability to engage in person and remotely.
• Ability to explain concepts clearly and concisely.
• Proficient in both verbal and written communication.
• Active listening to address participants' concerns and questions.
• Proficiency in Microsoft Office Suite and virtual training tools (e.g., Zoom, MS Teams).
• Self-motivated and organized, with keen attention to detail and the ability to manage multiple priorities in a fast-paced environment.

Preferred Qualifications:

• Experience with global audiences and understanding of cultural diversity in training.
• Ability to recognize and address the emotional and interpersonal dynamics of a team.
• Empathy and adaptability in handling diverse learner needs and challenges
• Certifications or experience in training, or leadership development (e.g., ATD, CPTM).

Industry

Outsourcing/Offshoring

Schedule

8:00 AM – 5:00 PM (EST) Open for flexibility, 1-hour lunch break.

Employment Type

Full-time, remote employee.

Employee must be available during this time for meetings, Teams Calls and Video conference. If for some reason they are required to step away/change their schedule in any way, it should be addressed with their direct leaders.

Depending on business needs, there may be times when this position would require special schedules that could take early mornings, nights, or weekends. These would be discussed in real time and planned with their direct leader.

Support Services Group is an award-winning global CX solutions company who creates amazing experiences for the world’s best brands and their customers.  We’re an ambitious team of innovators, risk-takers, and game-changers: the kind of folks who thrive on solving complex problems. 

Note: The above listed are major responsibilities of this position. They are not intended to cover each aspect of the position as the scope and duties of a given position may change or be temporarily altered based on the business needs of the Company.