Training Instructor, Collections

As a Training Instructor, Collections, with a focus on the call model, you will play a pivotal role in enhancing the performance and skills of collection agents. Your primary responsibility will be to enhance training programs tailored to optimize call handling, customer service, and overall efficiency within the team. You will collaborate closely with the management to ensure that training initiatives align with organizational goals and best practices in the industry.

Key Responsibilities:

• Provide support in reviewing and enhancing training programs, strategies and resources such as manuals, job aids, and presentations in collaboration with the management for agents to cover call handling techniques, customer service skills, product knowledge, and system navigation.
• Provide training to identified employees by their managers.
• Collaborate with managers to identify training needs, assess performance gaps, and develop targeted solutions.
•  Recommend enhancements based on best practices to improve training programs. Partner with internal stakeholders, including Quality Assurance and Operations, to ensure alignment of training initiatives with organizational objectives and compliance requirements.
• Provide ongoing coaching, mentoring, and support to collections agents to reinforce learning outcomes and drive performance improvement.

Additional Responsibilities:

• Facilitate Orientation for new hires, including providing welcome packages and assisting in onboarding processes.
• Administer CBS Call Model Certification and Training, Policy and Procedure Training, and Compliance and Call Quality Evaluation programs.
• Conduct call calibrations with agents and counterparts to ensure consistency in evaluating call quality and compliance.
• Perform monthly Call Quality evaluations alongside management, providing feedback and recommendations for improvement.

• Bachelor's degree in a - related field; Certification in Adult Education or relevant certifications or coursework preferred. Certification in Adult Education relevant certifications or coursework in training and development preferred.
• Proven relevant experience (3+ years) in call center or customer environment.
• Proficiency in adult learning theory preferred.
• Strong communication skills, both verbal and written, with the ability to convey technical concepts and information in a clear and concise manner.
• Excellent interpersonal skills, including the ability to build rapport, foster collaboration, and establish credibility with diverse stakeholders at all levels of the organization.
• Analytical mindset with the ability to collect, analyze, and interpret data to measure training effectiveness, identify trends, and drive continuous improvement initiatives.
• Demonstrated organizational skills, attention to detail, and project management abilities to prioritize competing demands, meet deadlines, and deliver high-quality results in a fast-paced environment.
• Flexibility and adaptability to accommodate changing business needs, technology advancements, and evolving training requirements within the call center industry.
• Passion for learning and professional development, with a commitment to staying current on industry trends, best practices, and emerging technologies in training and development.

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