Conversation Between Colleagues
 

LEADERSHIP DEVELOPMENT COACH

Bris based | $95,000 base + super
Full Time

Our client brings best in class innovative Contact Centre solutions to Tier 1 organisations around Australia. 2500 fte strong, their success is founded on their commitment to creating amazing experiences – they have worked hard to develop a culture that is dedicated to the customer experience and the growth of their people, recognising this to be key to the growth of their business – and is why they continue to go from strength to strength!    

Their solution is a commercial combination of onshore and offshore solutions, enabling them to deliver speed to market, be price competitive and guarantee their service capability with a dedicated Australian management team responsible for the setup and execution.

Their charter includes developing their people and delivering best in class solutions to their Tier 1 customers.  Today they are further underpinning this commitment through the appointment of two Leader Development Specialists.


Key responsibilities will include:

  • Delivering 5-10 day soft skill development programs for internal Team Leaders and tailored leadership development programs for new starters to align to their way of doing business

  • Supporting and embedding leadership capability initiatives and contributing to the development of the emerging and geographically dispersed frontline leaders

  • Implementation and support of the best in class people development programs whilst also contributing to the design of career pathway programs and continuous improvement initiatives

  • The identification of people development needs, all driving effective behavioural change across all roles across their organisation. 

  • Reporting – completion of each individual’s scorecard/assessment tool upon completion of training to share with their Operations Manager, who will then support their individual ongoing development – specifically leadership softskills

  • Time Management –including taking responsibility for the scheduling of training groups

  • Operate in partnership with the Design team to support continuous improvement initiatives as VOC

  • Taking accountability for supporting and embedding new group initiatives, identifying and sharing best practice, continuous improvement and simplification opportunities.

  • Role modelling effective coaching methodology and facilitating leadership focus sessions and workshops.

  • Working in collaboration with key stakeholders encompassing: the design team, HR Team, Operations Managers, Channel Managers (Call Centre Managers) and Executive leadership team

  • Facilitation of both assessment and coaching

  • Facilitation of in person/class room training and virtual as required