Job Description

Job Summary:

The Frontline Leadership Development Manager is iQor and T-Mobile’s first point of contact responsible for developing Customer Care frontline leaders and their support teams. The FLDMs play a significant role in the organization in doing competency development, performance-based coaching and feedback, and is at the forefront of achieving leadership growth through program facilitation, observations, triads and overall leadership development consultations. 

Responsibilities:

  • Act as the main leadership consultant and becomes subject matter expert on the product and line of business to provide necessary developmental support.
  • Consult and partner with Site Leaders to identify leadership development needs, and interventions to address overall performance gaps.
  • Collaborate with the SFLDM and site FLDT to design programs and develop other interventions to support behavioral change and drive performance improvement.
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