Operations Training Specialist I

Midland Credit Management, an Encore Capital Group Company•Saint Cloud, MN

1d•$23 - $30

About The Position

The Operation Training Specialist I aids in the overall development of the Account Manager (AM) positions by ensuring various call quality metrics are being met and further using metrics to determine areas of improvement. Coordinates with Managers to ensure appropriate number of audits are performed for each Account Manager in a specific month. Delivers guidance and feedback on performance expectations outlined in the OCM and ensures Account Managers are providing the correct information and are following the proper procedure. Conducts quality review and training of AM performance to ensure dynamic communication and call quality components are met and/or identify the areas of needed improvement. Audits AM inbound and outbound calls and/or accounts to observe performance, techniques, and application of effective communication in the face of the consumer tactics. Coordinates with manager to ensure appropriate number of audits are performed for each AM in a specific month. Evaluates the quality and performance of AMs in month one, month two, and special needs groups. Summarizes findings and recommendations to Manager for use in individual, group, and GM second voice call evaluations. 30% Training week involvement through face-to-face and over the phone mock calls with new AMs. Provides coaching, advice, and guidance to AMs based on observed behaviors and habits. Ability to provide dynamic and empowering coaching conversations with positive reinforcement while still setting expectation for continuous growth. Delivers guidance and feedback on performance expectations outlined in OCM. Mentors newly hired AMs to ensure a smooth transition from a learning environment to a daily production environment. 20% Maintains a comprehensive working knowledge of OCM (Open Communication Model). Model the components of the CFLM (Call Floor Leadership Model) with all AM interactions. Remain current on developments in training and instructional methodologies including technology enhancements. 20% Maintain tracking system of assigned AMs to ensure accurate employee trending and progress. Analyze training effectiveness through production statistics and correlation reports to confirm comprehension and application of material, and to identify additional training needs. 20% Participates in meetings and presentations or other designated special projects as assigned. 10%

Requirements

High School Diploma
English
At least 2 years experience in an Account Manager or related role.
Knowledge of FDCPA, Call Model, and Call Center procedures.
Proficiency with Outlook and Excel.
Knowledge of organizational infrastructure and adult behavioral patterns.
Ability to work independently with some direction from colleagues and management.
Strong interpersonal and communication skills.
Training delivery, group/team facilitation and presentation skills.
Strong consumer focus and effective communication; including how one impacts the other.

Nice To Haves

Prior project management experience is preferred.

Responsibilities

Aids in the overall development of the Account Manager (AM) positions by ensuring various call quality metrics are being met and further using metrics to determine areas of improvement.
Coordinates with Managers to ensure appropriate number of audits are performed for each Account Manager in a specific month.
Delivers guidance and feedback on performance expectations outlined in the OCM and ensures Account Managers are providing the correct information and are following the proper procedure.
Conducts quality review and training of AM performance to ensure dynamic communication and call quality components are met and/or identify the areas of needed improvement.
Audits AM inbound and outbound calls and/or accounts to observe performance, techniques, and application of effective communication in the face of the consumer tactics.
Evaluates the quality and performance of AMs in month one, month two, and special needs groups.
Summarizes findings and recommendations to Manager for use in individual, group, and GM second voice call evaluations.
Training week involvement through face-to-face and over the phone mock calls with new AMs.
Provides coaching, advice, and guidance to AMs based on observed behaviors and habits.
Ability to provide dynamic and empowering coaching conversations with positive reinforcement while still setting expectation for continuous growth.
Mentors newly hired AMs to ensure a smooth transition from a learning environment to a daily production environment.
Maintains a comprehensive working knowledge of OCM (Open Communication Model).
Model the components of the CFLM (Call Floor Leadership Model) with all AM interactions.
Remain current on developments in training and instructional methodologies including technology enhancements.
Maintain tracking system of assigned AMs to ensure accurate employee trending and progress.
Analyze training effectiveness through production statistics and correlation reports to confirm comprehension and application of material, and to identify additional training needs.
Participates in meetings and presentations or other designated special projects as assigned.

Benefits

Earn a competitive salary.
All employees are eligible for monthly incentives or annual bonus.
Grow at MCM with paid training and development programs – including our very own MCM Academy – as well as a promote-from-within philosophy.
We are committed to honoring great results – ranging from informal accolades to formal company-wide awards and prizes like all-inclusive vacations.
Pursue a degree or coursework related to your current role, or the role you are striving for.
Take advantage of comprehensive healthcare plans and options to ensure your continued health, plus fitness membership reimbursements, weight watchers, our wellness rewards Program and more.
Enjoy up to eight hours of paid time off each year to volunteer.
We also offer volunteer grants and matching financial donations, up to US$ 2,500 per employee annually.
Build a strong financial foundation and reach your goals for the future.
Celebrate your new arrival with company paid leave, new parent flex time, and child back-up care options.
Enjoy experiences that inspire bonds with your colleagues through a wide range of company-sponsored team-building events, such as holiday celebrations and department outings.
Enjoy paid and floating holidays, as well as generous paid-time-off.