Job Description

About Us

We are more than a specialty finance company providing debt recovery solutions for consumers. We are a global team of over 4,000 employees whose daily mission is to empower consumers to begin their path towards financial recovery and build a better life for themselves and their families. We know that the only way to support this mission is by hiring exceptional people who bring a diversity of ideas, a collaborative spirit, and a passion for attaining breakthrough results.  If you are results-driven, have a passion for helping others, and thrive in an innovative environment, this might be the right place for you!

The Group Manager Training is responsible for managing and developing training programs and curriculum for the Call Center, while also identifying trends in calls handled to drive these improvements. This role is responsible for leading a team of Call Trend Monitors to audit consumer calls and identify trends, and Operations Training Specialists to execute employee training initiatives, and manage and facilitate Group Manager Candidate programs.

RESPONSIBILITIES

• Oversee the portfolio of Operations training initiatives to ensure the curriculum is aligned with company goals and business priorities.
• This includes determining potential synergies and dependencies, eliminating duplication of efforts, managing risk, and effectively utilizing resources to accomplish strategic alignment and execution of the curriculum. Improve training processes as warranted.
• Provide ongoing training and upskilling for existing training resources to meet monthly call quality scores. Plan, assign, train, monitor and evaluate the performance of Training and Development staff members, including both employees and any contractors (if applicable). Manage the recruitment and training of departmental staff. Help plan and monitor training budget. Other staff development activities include, but are not limited to, career development, strategic planning, cross-training, addressing escalated issues and resolving problems.
• Oversee, support and manage a team of Call Trend Monitor who are responsible for monitoring and reviewing calls for the purpose of identifying areas of opportunity and ensuring proper application of call handling procedures. They are also responsible for team upskilling and the training of new Call Trend Monitors. Support the creation and management of team roster and all grading keys.
• Will work with Operations in providing data and supporting documents that leaders and/or will need to conduct working sessions, calibration sessions and any other needs.
• Regularly meet with Operations and other stakeholders to understand the business outcomes essential for their success. Oversee the design, development, implementation, and evaluation of training for all levels of staff to support their competency in areas critical to the organization. Consult with other Human Resources/Learning &Development/Business leaders to ensure the training is designed to meet the needs of adult learners and is globally salable.
• Provide individual project support and perform other duties, as assigned.

MINIMUM REQUIREMENTS

EDUCATION: Bachelor's
EXPERIENCE:

• 1+ years of management experience.
• 2+ years in training delivery, content and curriculum design, or equivalent experience.

KNOWLEDGE, SKILLS, ABILITIES, AND OTHER ATTRIBUTES:

• Strong business acumen: Strong interpersonal and collaboration skills; ability to develop and cultivate strong working relationships within the Operations function.
• Ability to lead, manage, develop & motivate a team; detail-oriented with diligence for creating a high quality and engaging work product.
• Ability to be highly professional and demonstrate strategic influencing skills. Ability to manage multiple deliverables in a fast-paced environment.
• Experience with data analysis, reporting and process improvement.
• Proficiency with Excel

#LI-MCM

What We Offer

We understand the important balance between work and life, fun and professionalism, and corporation verse community. We strive to support your career aspirations and provide the benefits you need to live a more fulfilling life.

Our compensation and benefits programs were created with an 'Employee-First Approach' focused on supporting, developing, and recognizing YOU.  We offer a wide array of wellness and mental health initiatives, support volunteerism, and environmental efforts, encourage employee education through leadership training, skill-building, and tuition reimbursements, and always strive to provide promotion opportunities from within.

All these things are just a small way to show our employees that we recognize their value, we understand what is important to them, and we reward their contributions.

Encore Capital Group and all of its subsidiaries are proud to be an equal opportunity employer and value diversity at our company. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender perception or identity, national origin, age, marital status or disability status. Where applicable, will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application and/or interview process, as well as to perform essential job functions. Please contact us to request more details of the role at reclutamientocr@mcmcg.com.