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Sr. Training Manager
Sr. Training Manager
Sr. Training Manager
Date Posted:
2010-07-06
Call Center Company: NCO Group
Description:
NCO Group is looking for individuals who are qualified for the position of Sr. Training Manager.
Successfuly applicants for Sr. Training Manager will have a great career in NCO Group.
RESPONSIBILITIES:
Deliver basic (Level 1) professional telephone debt collector training both for Recoveries and Outsourcing using a variety of training delivery methods and tools; including stand up facilitation, role-play, audio-visual, CBT etc.
Coordinate and deliver compliance training for FDCPA and applicable state laws.
Ability to perform needs assessments and architect an overall training plan with defined outcomes and deliverables.
Assess current training programs and make recommendations to improve their effectiveness.
Assess internal collection agent skill levels and competencies, by conducting needs analysis, monitoring participant progress during training, implementing program changes, and tracking results.
Coach and monitor new collection agents (on-going side by side training, observation, modeling, and feedback), to increase collector effectiveness.
Work closely with various levels of management to ensure training has the desired business impact.
Develop and maintain a comprehensive knowledge of company products, services, programs, and core skills.
Designing and implementing developmental programs.
Collaborating with Training and Collections Operations department to ensure seamless implementation of program involvement plans, managing/developing high level Training Supervisors, Trainers, and training interns.
Driving all training initiatives.
Develop Trainers / Training Sups through regular monitoring and feedback sessions.
REQUIREMENTS:
Candidate must possess at least a Bachelor's/College Degree , Post Graduate Diploma / Master's Degree or Professional License (Passed Board/Bar/Professional License Exam) in Engineering (Industrial), Business Studies/Administration/Management, Education or equivalent.
Excellent interpersonal, written and oral English communication skills.
Strong planning, organizational and motivational skills.
Able to execute and implement new programs, detail and process oriented, very professional.
Extensive experience in Training and Organizational Development in a call center industry.
At least 4 years management experience, 3 of which in Training and OD.
Experience in curriculum development and design
Experience with collection industry computer platforms - CUBS, FACS, FDR etc. preferred
Amenable to graveyard shifts.
Applicants must be willing to work in Metro Manila.
Applicants should be Filipino citizens or hold relevant residence status.
Applicants must be willing to start as soon as possible.
Call Center Directory advises to all job seekers to apply as walk-in applicant for Sr. Training Manager job opening of NCO Group.
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