Management Trainee

Responsibilities

Responsible for delivering and facilitating training through a variety of delivery methods across new hire and tenured participants

Managing the day-to-day activities of the team.

Should be responsible for customer service and collection deliverables.

Must have knowledge of RPC, PTP, Skip Tracking and other basic collection operations.

Motivating the team to achieve organizational goals.

Should be operation expert and able to handle 15-20 resources

Identify focus teams each month and provide/develop materials to be used for necessary coaching and training to improve the overall team/collector performance

Monitor and evaluate calls using evaluation standards and forms mandated by the client

Provide analysis in evaluated calls and identify gaps that impact KPIs

Conduct calibration sessions with Supervisors and Team Leaders, facilitate synergy sessions/team huddles to communicate updates and TD/MTD performance

Development and implementation of training strategies that will impact site CQ metrics, decrease defects and regulatory violations and other key performance metrics

Works closely with other members of the Training and Call Quality team to ensure effective implementation

Create training documentations/learning documents

Conduct PKT (Process Knowledge tests) as per agreed schedule