Senior Customer Care Training Lead, PSA

Collectors • Santa Ana, CA

1d • Onsite

About The Position

Collectors is seeking a Senior Customer Care Training Lead to oversee training-related needs for the PSA Customer Care team. The role organizes, plans, documents, and delivers training for employees, and creates, maintains, and updates the training curriculum. The lead works with people across departments, including Operations and Customer Care, to train or retrain team members and prepare both new and existing staff. The position works directly with management to maintain consistency in training content and reports to the Customer Care Manager. It is onsite at the company’s Santa Ana, California headquarters.

Requirements

• Four to six years of experience in a training environment.
• Two to four years of lead or supervisory experience.
• Proven work experience training others.
• Experience designing corporate training events, including technical writing skills such as writing manuals.
• Fluent in English, with the ability to understand written instructions and communicate effectively in one-on-one and group settings across employment and management levels.
• Strong computer skills, including Gmail, Google Drive, and Google Slides.
• Familiarity with traditional and modern training methods, including mentoring, coaching, on-the-job or classroom training, e-learning, workshops, and simulations.
• Strong planning, problem-solving, and project management skills.
• Ability to stay organized and detail-oriented.
• Ability to present complex information to a variety of audiences.
• Excellent written and verbal communication, interpersonal, conflict-resolution, and time-management skills.
• Reliable attendance and flexibility to occasionally accommodate later shifts.
• Ability to type, use a mouse, and sit and look at a computer for potentially long periods.
• Regular use of hands for various tasks.
• Ability to hear alarms, signals, and verbal instructions.
• Ability to lift, carry, and move materials up to 40 pounds.
• Ability to talk on the phone and text as needed, and to operate a computer and phone system efficiently.
• Ability to sit or stand for extended periods.
• Must be authorized to work in the United States.

Nice To Haves

• B.S. or B.A.
• Two to four years of experience leading a training team.

Responsibilities

• Lead training in PSA Customer Care areas with training needs, for new hires, temporary employees, and existing employees.
• Build annual training programs and prepare teaching plans for employees.
• Support onboarding and training for new hires and temporary employees in PSA Customer Care.
• Communicate with team members, fellow trainers, and technical writers.
• Anticipate and identify future training needs, and create curricula with guidance from the PSA Customer Care Manager.
• Improve policies, procedures, and processes by identifying opportunities based on defined issues and current procedures, recommending and implementing solutions, measuring improvements, and drafting documents and reports.

Benefits

• Eligible full-time employees may enroll in medical, dental, and vision insurance.
• Full-time employees are eligible for fertility, commuter, and educational assistance benefits.
• 401(k) matching plan.
• Paid vacation for full-time employees.
• Ten company-paid holidays for regular, full-time employees.
• Discounts on select grading services for approved submissions.
• Flexible schedules with varying shifts are offered by many teams, which may work with employees’ needs.
• Celebrations, holiday events, and team-building activities.

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Education Level: No Education Listed