SUMMARY 

The Leadership Trainer is responsible for the development and facilitation of Leadership training programs identified to achieve performance objectives for the Delivery Org. This role directly supports the departmental quality goals, initiatives, and continuing education of the Delivery Org. The role will be responsible for training on best practices, processes, and procedures that align and strengthen our Leadership team to better support our agents and clients. This important individual contributor must be well versed on current Product Support Leadership processes and procedures and willing to learn about the leadership processes and procedures of other Delivery Org lines of business. This role will be important source for on-going professional development during an employee’s tenure within Delivery. They will be responsible for ongoing maintenance and expansion of our Leadership curriculum, work closely with our Process Documentation and Content Creation team. They will also be involved in key initiatives for our Leaders. They will regularly present to upper management with updates and analysis of staff and leader development. This role creates materials for live session facilitation or LMS self-guided sessions to efficiently close knowledge gaps and promote advanced leader career growth. The Leadership Trainer will be tapped to work on special projects that support the team’s goals and objectives. They will also assist with Training team reporting and RealPage University management tasks as needed.

PRIMARY RESPONSIBILITIES 

Ensure group deliverables are met Drive process efficiencies within the Leadership groups Train and coach new and existing Leaders globally Assist in the evaluation of individual Leader performance to close gaps in knowledge Coach Leaders through hiring and onboarding processes for new agents Participate in coaching and counseling Leaders as needed Create and facilitate continuing education training sessions as well as cross trainings, refresher and upskilling training for Leaders. Leverage advanced understanding of the industry and our customer’s needs to create an outstanding experience in every training session. Provide high levels of Leader satisfaction measured by Leader satisfaction and efficiency metrics. Build and sustain strong relationships with cross functional departments to aid in continuing education training creation, review or facilitation. Organize training events, assist with new hire sessions, logistics required and advocate for consolidation in training efforts wherever possible. Manage situations that require real-time solutions and setting clear expectations on resolution plans. Diffuse highly emotional situations and coach Leaders on best practices to do so. Provide training updates to Leadership Team during all training sessions. Perform post training new hire evaluations and follow-up touch base/refresher sessions. Create innovative and thorough training sessions for Leaders globally using different training methods and approaches to effectively relay knowledge. Help to identify any process, training, or product gaps and work with Leadership and other internal teams to close gaps. Stay current in process changes occurring so that training materials and published content are current. Execute Training team reporting requests and RealPage University management tasks Perform other duties as required.

REQUIRED KNOWLEDGE/SKILLS/ABILITIES

5 years of overall work experience 3 years of experience leading a team A known and trusted Leader within Delivery Expert knowledge of customer care processes and techniques with excellent attention to detail. Proven ability to achieve and maintain departmental quality standards. Professional demeanor, dependable and able to maintain confidential information. Strong verbal and written communication skills including excellent grammar, spelling, and sentence construction. Exceptional analytical, listening, leadership and interpersonal communication skills with a proven ability to coach and mentor others. Must communicate effectively with agents, trainers, management, internal departments and clients. Experienced in MS Office applications (Word, Outlook, PowerPoint, and Excel) Demonstrated ability to rapidly gain knowledge and effectively communicate it to Leaders. Flexible, detailed, and able to successfully adapt to change. Proven ability to multi-task and deal with a variety of unrelated issues simultaneously Experience in helping create and implement agent development/action plans Ability to work independently Able to motivate Leaders and maintain a positive attitude. 

PREFERRED KNOWLEDGE/SKILLS/ABILITIES

Experience with Adobe Captivate and Creative Suite products use in LMS course creation. Training, presentation and public speaking experience. Experience influencing and consulting Leadership peers Primarily in-office support of Agents & Leaders, with some travel as needed. Course development, design and facilitation skills. Project Management experience