Leadership and Organizational Development Specialist

Position Purpose: 

The Leadership
& Organizational Development Specialist is responsible
for providing appropriate
programming and support for business skills and leadership development to
coaches, managers, and functional employees. 

This position requires a high level of communication skills,
accountability, resourcefulness and the ability to partner with multiple levels
of leadership throughout the organization.  

This position also requires a comprehensive understanding of
adult learning principles and operational and coaching best practices to ensure
the application of effective training through operational implementation,
including observation and feedback sessions for members of leadership. 

Essential Functions and
Responsibilities: 

Provides
appropriate programming for business skills and leadership development
including coaches, managers, and functional employees.  

1. Manages and facilitates frontline leadership
   programs (i.e. Coach 101, Manager 101, Mentor 101). 40% of Work Time 
2. Meets
   with program owners to cultivate and build relationships. Performs
   operational needs assessments. Builds,
   sources, and curates level-specific content to support identified programs
   and people. 25% of Work Time 
3. Observes
   coaching sessions and provide development feedback. Audits coaching for
   quantitative and qualitative feedback. Facilitates coaching calibration
   sessions. 20% of Work Time 
4. Oversees Onboarding and Orientation activities for
   all coaches, managers, and functional employees in partnership with LOD
   Manager and Director. 10% of Work
   Time 
5. Oversees Afni Orientation for agent audiences in
   partnership with local HRMs. 5% of
   Work Time 

The above statements are intended to
indicate the general nature and level of work being performed by employees
within this classification. They are not
intended to be an exhaustive list of all responsibilities, duties and skills
required of employees assigned to this job. Employees in this job may perform other duties as assigned. 

Minimum Job Requirements (Education,
Experience, Skills):   

1. Bachelor’s degree in Training/Development or related
   field with two to five years’ experience in delivery of training materials
   in the call center industry. BPO experience preferred. 
2. Ability to facilitate classroom experiences through
   a variety of modalities including synchronous and asynchronous sessions,
   in-person, virtual, eLearning and mobile delivery leveraging tools and
   technology as appropriate.  
3. Ability to build and curate content and curriculum.  
4. Ability to interview and translate Subject Matter
   Expertise into career development paths.  
5. Intimate knowledge and ability to apply key
   leadership and organizational development models, tools and methodologies
   required (i.e. Situational Leadership, StrengthsFinder, MBTI, Neuroscience
   of Leadership, etc.) 
6. Intimate knowledge of both inbound / outbound
   processes and key performance indicators with the motivational skills to
   effectively drive customer and client satisfaction is required.  
7. Proven operational management / leadership
   experience preferred 
8. Ability to manage and implement multiple projects
   using project management tools/skills preferred.  
9. Possess strong
   interpersonal and communication skills and the ability to work effectively
   with a wide range of staff and clients in a diverse environment are
   preferred.  
10. Experience in conflict
    resolution/negotiation, team and consensus building is required. 
11. Proficiency
    in communication, planning, leadership, coordinating, and coaching is
    required. 
12. The ability to look for
    and implement solutions that improve performance is required. Demonstrated proficiency in MS Office Suite 

Afni, Inc. is a U.S.-based, global Business Process Outsourcing (BPO) firm representing the world’s best brands in insurance, telecommunications, satellite and cable, financial services, technology, and healthcare.

From engagement centers in several U.S., Philippines and Mexico locations, Afni supports its client’s customers in a variety of channels. With a history dating to 1936, Afni is a strong partner in communities where its employees work and live.