Leadership Development Coordinator

Location: Pasig City
Work Arrangement: On-site,
Schedule: Night shift (8 PM to 5 AM EST), but must be amenable to shifting schedule

ROLE SUMMARY

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.

Nice to have:

• 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).

Company Description:

Support Services Group is a global, omnichannel contact center solutions company founded in 1998 with headquarters in Waco, Texas. Our company provides tailored, omnichannel solutions for Technical Support, Customer Care, E-commerce and Retail, RMA Management, B2B/B2C Sales, Sales Support, membership services, travel services, and more. Our mission is to deliver extraordinary customer care to brands that prioritize customer satisfaction and loyalty. We have strategically located ourselves in 10 countries with 20+ locations and 10,000+ employees. With the right People, Technology, and Solutions, we offer unparalleled customer experience to all clients worldwide.