Position Purpose:
The Leadership and Organizational Development Analyst is mainly responsible for helping drive business performance by rigorously inspecting the quality of coaching documentation of high potentials and frontline leadership. This role will also monitor the implementation of other critical leadership processes across all programs, training, and other support departments in Afni.
Essential Functions and Responsibilities:
- Monitor, analyze and evaluate the coaching documentation of program coaches, trainers, and support supervisors to identify strengths and opportunities when it comes to coaching behaviors that drive performance
- Support and partner with Operations and Training by providing ACM insights to improve the quality of coaching across the organization
- Partner internally with the Leadership and Organizational Development Team when it comes to creating recommendations and action plans when it comes to high potential, coach, and trainer development
- Inspect the ready-set-go plan of coaches and trainers to ensure proper implementation of effective action plans and daily activities
- Monitor and provide feedback to mentors when it comes to agent behavior identification, skill transfer, and effective feedback
Minimum Job Requirements (Education, Experience, Skills):
- Must have at least two years of tertiary education or senior high school education equivalent
- At least one year of experience in supervisory, training delivery or quality assurance role is highly preferred
- Strong interpersonal skills with the ability to work effectively with a wide range of staff and clients in a diverse environment are preferred.
- Experience working in a Call Center environment is preferred.
- Has a keen eye for detail and is highly analytical
- Intermediate to advance excel and PowerPoint skills
- Effective communication skills, both written and verbal
- Self-driven and can work independently