Leadership & Organizational Development Specialist

Do you have a passion for leadership development? Is ensuring leaders have the best resources for continued success within your foundational beliefs? If so, we would love to hear from you! Afni is hiring a Leadership & Organizational Development Specialist who 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.

What you will be doing:

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

  • Manage and facilitate frontline leadership programs.
  • Meet with program owners to cultivate and build relationships. Perform operational needs assessments. Build, source, and curate level-specific content to support identified programs and people.
  • Observe coaching sessions and provide development feedback. Audit coaching for quantitative and qualitative feedback. Facilitate coaching calibration sessions.
  • Oversee Onboarding and Orientation activities for all coaches, managers, and functional employees in partnership with LOD Manager and Director.
  • Oversee Afni Orientation for agent audiences in partnership with local HR Managers.

Requirements

What you will need:
  • 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.
  • 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.
  • Ability to build and curate content and curriculum.
  • Ability to interview and translate Subject Matter Expertise into career development paths.
  • 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.)
  • Intimate knowledge of both inbound / outbound processes and key performance indicators with the motivational skills to effectively drive customer and client satisfaction is required.
  • Proven operational management / leadership experience preferred
  • Ability to manage and implement multiple projects using project management tools/skills preferred.
  • 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.
  • Experience in conflict resolution/negotiation, team and consensus building is required.
  • Proficiency in communication, planning, leadership, coordinating, and coaching is required.
  • The ability to look for and implement solutions that improve performance is required.
  • Demonstrated proficiency in MS Office Suite.

Looking for a fun place where you can fit in, fuel your passions, help people, and take charge of your career? You’re in the right place. Join the Afni family and be part of our talented global team passionate about helping people and pursuing the life we dream about.  

Do Your Best Work and Grow Your Career

When you join Afni, we'll instantly make you part of our global family of friendly people focused on making really good customer experiences happen. If you're like us, you want to belong to something special, have meaningful work to do, and know how to achieve your career and life goals. 

Our award-winning training and development programs get you ready to work and grow. If you’re the kind of person who wants to build a career and learn new things, we’ll provide the path and the tools to get you there. You bring the motivation and commitment. 

Work in and Support the Bloomington-Normal Community

Are you the kind of person who loves to get involved in community events and non-profit organizations? We love it and make it a habit to respond to the needs of the Bloomington-Normal community through fund raisers, community events, and other service opportunities. 

When you work here, you’ll have plenty of chances to get involved. In Bloomington-Normal, we regularly support the United Way, Big Brothers and Big Sisters, St. Jude Children's Research Hospital, Easter Seals, American Heart Association, CISAR Animal Shelter, and more.

The Perks

Incentives + Bonus
Incentives + Bonus
Competitive Pay
Competitive Pay
Dress for Your Day
Dress for Your Day
Paid Time Off
Paid Time Off
Tuition Reimbursement
Tuition Reimbursement
Fun Events
Fun Events
Referral Bonus
Referral Bonus