Training Specialist

Job Summary

The Training Specialist (TS) at ARS is responsible for providing all Account Representatives with the skills necessary to be successful by providing new hire training and mentoring on-going skill building and coaching and support to the management team. The lead facilitator of team designed curriculum the TS uses a blended learning approach to train new hires with a new class every month. The TS will additionally contribute to overall site productivity by making themselves available to Production Supervisors and management staff as a source of information for coaching and developing techniques compliance policies and procedures change management and federal and state law changes and a member of the management staff this position is expected to positively affect the performance of the site by graduating Account Representatives that have shown the skills and abilities necessary to be successful and maintain sustained impact by continuing to develop the Account Representatives once they have graduated to the Production addition this position will participate in scheduled production meetings provide information to internal and external customers regarding training processes and improvement participate in workgroup efforts to improve results and serve as a model coach dedicated to the professional growth of all employees.

Essential Duties

• Engage all learners at all levels to improve performance
• Deliver pre-designed course material in both group and one-on-one sessions
• Review course material and recommend changes additions or deletions to the Curriculum Designer to enhance the effectiveness of the program
• Maintain administrative records of all learners with 100% accuracy
• Manage new hires as a team and introduce Account Representatives to production expectations and team environment
• Mentor coach and evaluate new hires progress including skills assessments call listening Learner Exam and Practicum (LEAP) and recommendations of termination for poor performers
• Conduct quality assurance monitoring of new hire Account Representatives to ensure readiness for evaluation to graduate from training to the production floor.
• Provide feedback on new hires to Production Supervisors and Site Directors regarding skill-sets Client fit and potential team placement of graduating new hires.
• Provide feedback to Recruiting Specialiston new-hires coming into the training program.
• Support the annual recertification process to ensure site is 100% compliant in all required training
• Cross train to understand primary functions of the entire HR Team to provide back-up for site Human Resource Generalist Recruiting Specialist and Training Specialists at other sites
• Reviews and act on evaluation data and feedback provided by classes to improve the delivery and results of training program.

Competencies

Organization

• Drives Results Consistently achieving results even under tough circumstances.
• Communicates Effectively Clearly communicates messages through appropriate channels and listens to understand and respond.
• Innovates and Improves Improves performance by actively adopting and effectively using new technologies and tools applying data to inform decisions and identifying recommending and implementing process improvements that enhance efficiency quality and outcomes.

Position Specific

• Plans and Aligns Planning and prioritizing work to meet commitments aligned with organization goals.
• Customer Focus Building strong customer relationships and delivering customer-centric solutions.
• Courage Stepping up to address difficult issues saying what needs to be said.
• Drives Engagement Creating a climate where people are motivated to do their best to help the organization achieve its objectives.

Technical and/or Functional Skills & Knowledge:

• Ability to use group facilitation strategies that promote the development of a safe learner-centered environment group cohesion comfort with risk taking (such as role playing with their peers) and commitment to common learning objectives.
• Experience using a variety of group management strategies and intervenes to manage problematic behaviors without alienating either the individual or group.
• Ability to communicate and interact across business and with business partners as required; work in team-oriented environment.
• Strong analytical skills to evaluate instructional effectiveness and assess learners performance.
• Passion for excellence high level of energy strong ability to energize others.

Qualifications:

• Bachelors degree in a related field or equivalent combination of education and relevant experience.
• 2 years of experience in collections call center operations or accounts receivable required.
• Experience in a training coaching lead or supervisory role preferred.
• Knowledge of adult learning principles and ability to apply them in a business environment.
• Proven ability to coach and develop employees to improve performance and meet KPIs.
• Familiarity with call center metrics (e.g. RPC PTP AHT) and quality monitoring processes.
• Working knowledge of collections compliance and regulatory requirements (e.g. FDCPA) preferred.
• Strong facilitation presentation and communication skills.
• Experience with Learning Management Systems (LMS) and/or training content development tools preferred.

Work Environment

While performing the duties of this job the employee regularly works in a climate-controlled setting seated continuously and is sedentary the majority of the work day. This position is in a call center with moderate to high noise levels & frequent foot traffic. This position routinely uses standard office equipment such as computer phones and photocopiers. Work area stations and cubicles are close in proximity to others.

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. While performing the duties of this job the employee is continuously required to use hands and fingers to handle feel or operate office equipment such as computers phones and photocopiers; and have moderate reach with hands and arms. The employee is regularly required to talk and hear sit and see in order to perform close-up computer work and phone equipment and requires close-up vision and color recognition.

Reasonable Accommodations

Reasonable accommodations may be provided by ARS National Services Inc. to enable individuals with disabilities to perform essential functions as defined per Company policy.

NOTE: This job description is not intended to be all-inclusive. Employee may perform other related duties to meet the ongoing needs of the organization.

Required Experience:

IC