Leadership Acadamy Champion - Full-time / Part-time

Title:

Organizational Performance Specialist Role: Leadership Academy Champion

Function/

Discipline:

Operations

Training

Grade:

FL1

Reports to (Title):

Training Director FLSA: Exempt

Job Summary

Performs coordination of work ensuring excellence i

n the Leadership academy set forth by the client. Champion’s

function is essentially a support team that will include training/development of site leaders, support and complete

process confirmations, deployment of performance management set forth by local and regional leaders. Working in

tandem with the quality assurance staff to ensure company standards and industry regulations of inbound and

outbound calls at multiple call centers.

Job Functions % Time



Perform Coordination of Work



Support Training/Development of Site Leaders



50%

5050%

50%

5050%

50%

25%

25%

Key Job Responsibilities



Review analysis and report results from site and regional managers for performance improvement initiatives

related to customer experience, quality, sales, including all key performance metrics



Provide specific feedback to agent and Leadership on areas of opportunity daily through observation of

processes confirmations and TM binder checks



Support supervisory staff, and coordinating customer experience agents in coaching efforts to close gaps in

performance through SBS, Rapid Fires, Hot Laps



Participate in and contribute to internal and external client monitoring/calibration



Participate in and contribute daily huddles for performance



Onboarding/Training new and existing customer experience agents, Team Managers, Change Leaders on

Leadership Academy theories and processes as needed



Gap training for agents on key metrics, and VOC performance



Compile and report confirmations conducted on a weekly basis, including but not limited to: binder checks, TM

and OM huddles to Regional level managers

Other Related Duties



Other duties as assigned

Job Requirements

Minimum Education and Experience:



High School Diploma



Internal candidate with account subject matter expertise preferred

Knowledge, Skills and Abilities:



Excellent written and verbal communication skills



Strong interpersonal skills



Flexibility and demonstrated ability to adapt well in a changing environment



Strong time-management skills



Computer efficiency (speed and accuracy)

Working Conditions

Constant = 75

– 100% of the time; Frequent = 50 – 75% of the time; Occasional = 25 – 50% of the time; Rare = less than 25% of the time

Work Environment:



Constant work performed in a climate-controlled environment



Ability to work flexible schedule in a fast paced, ever changing environment

Physical Demands:



Constant use of speech to communicate



Occasional domestic and International travel up to 50%



Ability to travel to centers to monitor, evaluate and coach training professionals

Title:

Organizational Performance Specialist Role: Leadership Academy Champion

Function/

Discipline:

Operations

Training

Grade:

FL1

Reports to (Title):

Training Director FLSA: Exempt

Job Summary

Performs coordination of work ensuring excellence i

n the Leadership academy set forth by the client. Champion’s

function is essentially a support team that will include training/development of site leaders, support and complete

process confirmations, deployment of performance management set forth by local and regional leaders. Working in

tandem with the quality assurance staff to ensure company standards and industry regulations of inbound and

outbound calls at multiple call centers.

Job Functions % Time



Perform Coordination of Work



Support Training/Development of Site Leaders



50%

5050%

50%

5050%

50%

25%

25%

Key Job Responsibilities



Review analysis and report results from site and regional managers for performance improvement initiatives

related to customer experience, quality, sales, including all key performance metrics



Provide specific feedback to agent and Leadership on areas of opportunity daily through observation of

processes confirmations and TM binder checks



Support supervisory staff, and coordinating customer experience agents in coaching efforts to close gaps in

performance through SBS, Rapid Fires, Hot Laps



Participate in and contribute to internal and external client monitoring/calibration



Participate in and contribute daily huddles for performance



Onboarding/Training new and existing customer experience agents, Team Managers, Change Leaders on

Leadership Academy theories and processes as needed



Gap training for agents on key metrics, and VOC performance



Compile and report confirmations conducted on a weekly basis, including but not limited to: binder checks, TM

and OM huddles to Regional level managers

Other Related Duties



Other duties as assigned

Job Requirements

Minimum Education and Experience:



High School Diploma



Internal candidate with account subject matter expertise preferred

Knowledge, Skills and Abilities:



Excellent written and verbal communication skills



Strong interpersonal skills



Flexibility and demonstrated ability to adapt well in a changing environment



Strong time-management skills



Computer efficiency (speed and accuracy)

Working Conditions

Constant = 75

– 100% of the time; Frequent = 50 – 75% of the time; Occasional = 25 – 50% of the time; Rare = less than 25% of the time

Work Environment:



Constant work performed in a climate-controlled environment



Ability to work flexible schedule in a fast paced, ever changing environment

Physical Demands:



Constant use of speech to communicate



Occasional domestic and International travel up to 50%



Ability to travel to centers to monitor, evaluate and coach training professionals