Sales/call Center Trainer

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Sales/Call Center Trainer
Responsibilities: Facilitate internal and external call calibrations. Facilitate individual and group calibrations in a classroom environment. Tracks/measures performance and trends relating to effective communications. Manages and distributes regular reporting. Make recommendations for and implements strategies to improve collector communication skills. Document/log all interactions with call center representatives. Work with management and staff to identify collector development and performance improvement opportunities. Develop, evaluate and continuously improve activities to prepare new hires for the role of a collector including litigation process, computer systems, dialer systems, call techniques, first and second talk-offs, and strategies to improve consumer experience. Develop, evaluate and continuously improve activities to insure FDCPA knowledge and compliance. Conduct new hire collector training programs. Assist as needed to investigate and resolve client complaints. Design and deliver training on new client policies, procedures or annual training. Manage and supervise collectors during new hire training programs, including making recommendations for continued employment based on obtaining minimum skill level. Compliance with all State and Federal laws and regulations. All other duties as assigned.

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