Description

• Facilitates training for employees on all aspects of client projects (new hire, progression and
enhancement training)
• Develops curriculum to support classroom training and alternative training
• Provides feedback on existing curriculum for training improvements
• Develops non-classroom communication and training materials
• Analyze course materials and learner information
• Assure preparation of the instructional site
• Establish and maintain instructor credibility
• Manage the learning environment
• Demonstrate effective communication skills
• Demonstrate effective presentation skills
• Demonstrate effective questioning skills and techniques
• Respond appropriately to learners needs for clarification or feedback
• Provide positive reinforcement and motivational incentives
• Use instructional methods appropriately
• Use media effectively
• Evaluate learner performance
• Evaluate delivery of instruction
• Report evaluation information
• Assesses class and individual agent level performance
• Demonstrates patience with all types of learners
• Coaches employees one on one
• Conducts pre and post training surveys where applicable
• Works with supervisors to address employee performance gaps
• Participates in client interaction (includes effective curriculum feedback and client visits)
• Through demonstrated individual performance, promotes the highest standards of ethical and
professional conduct in dealing with employees, vendors, customers and the community
• Performs other related duties and assignments as required and as assigned by supervisor or
manager

Qualifications

Skills and Qualifications:
• MUST have a collections account background (at least 5 years)
• MUST have a trainer/training experience BPO
• Strong planning and organization skills
• Strong Presentation and Selling skills
• Strong leadership skills
• Very creative and has a high technical skill
• Tenure preferred 5 years plus in the collections industry
• Preferable with banking background in this area
• Hybrid set up (can work at home but some on site work may be needed)