Training Bay Supervisor

Key Responsibilities:

• Supervise and support new hire trainees during the new hire training session through to the OJT phase
• Deliver structured and interactive training sessions and real-time call coaching
• Monitor performance metrics (calls, compliance, quality scores if/and when needed)
• Provide daily feedback, performance summaries, and escalate concerns as needed
• Collaborate with HR and Operations teams to ensure smooth transition to production
• Maintain accurate and timely training records and progress reports
• Reinforce company policies, FDCPA, CFPB guidelines, and collection compliance standards
• Recommend retraining or continued onboarding based on performance evaluations

Preferred Qualifications:

• Experience as a Trainer, Supervisor, Team Lead, Or Floor Support
• Knowledge of adult learning principles and training methodologies
• Experience with Learning Management Systems (LMS)

• Minimum 1 year of experience in 3rd party debt collections
• Previous experience in training, coaching, or mentoring team members
• Strong understanding of FDCPA, CFPB, and other regulatory standards
• Excellent communication, presentation, and interpersonal skills
• Strong problem-solving and performance evaluation capabilities
• Familiarity with collection systems, dialers, and CRM tools (Latitude and Livevox would be a plus)
• Proficiency in Microsoft Office Suite (Word, Excel, PowerPoint)
• Ability to adapt quickly to changes in systems, scripts, and regulations
• Positive, energetic attitude with a genuine interest in employee development
• Prior experience in training and supervising trainees during the On-the-Job Training (OJT) phase