Operations Training Specialist

Job Description

Job Description

The Operation Training Specialist I supports the overall development of various positions by ensuring appropriate metrics are being met and by using observations/data to determine areas of improvement. This role coordinates with Managers to ensure appropriate number of audits are performed for each assigned work group in a specific month. The Operation Training Specialist I also delivers guidance and feedback on performance expectations outlined in the Call Floor Leadership Model and ensures assigned work groups are providing the correct information and following the proper procedure.

RESPONSIBILITIES

• Provide coaching, feedback, guidance, and direction to assigned work groups.
• Plan and construct coaching and interactions with assigned work groups daily using call floor leadership model to deliver call performance trending and performance metrics.
• Participate in new hire training.
• Training assignments as directed by Manager.

Partner with Group Managers in all sites to create developmental plans.

Perform other duties, as assigned.

MINIMUM REQUIREMENTS

EDUCATION:  High School Diploma             

EXPERIENCE:  1+ years of experience in an Account Manager, Training or Education related role

KNOWLEDGE, SKILLS, ABILITIES, AND OTHER ATTRIBUTES:

• Skilled in Outlook and Excel
• Knowledge of organizational infrastructure and adult behavioral patterns
• Ability to work independently with some direction from colleagues and management
• Strong interpersonal and communication skills
• Ability to train and facilitate trainings to groups

PREFERRED QUALIFICATIONS

EDUCATION:  Associate's                 FIELD OF STUDY:  Communications, Public Speaking, Organizational Development

EXPERIENCE:  2+ years of experience in an Account Manager or related role

Headquartered in the United States, Encore Capital Group (Encore) is a publicly traded international specialty finance company operating in various countries around the globe. Through our businesses - such as Midland Credit Management and Cabot Credit Management - we help consumers to restore their financial health as we further our Mission of creating pathways to economic freedom. Our commitment to building a positive workplace culture and a best-in-class employee experience have earned us accolades including Great Place to Work® certifications in many geographies where we operate. If you have a passion for helping others and thrive at a company that values innovation, inclusion and excellence, then Encore Capital Group is the right place for you.

Encore Capital Group and all of its subsidiaries are proud to be an equal opportunity employer and are committed to fostering an inclusive and welcoming environment where everyone feels they belong. We encourage candidates from all backgrounds to apply. 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, protected veteran status, disability status, or any other status protected under applicable law.

Company Description

Headquartered in the United States, Encore Capital Group (Encore) is a publicly traded international specialty finance company operating in various countries around the globe. Through our businesses - such as Midland Credit Management and Cabot Credit Management - we help consumers to restore their financial health as we further our Mission of creating pathways to economic freedom. Our commitment to building a positive workplace culture and a best-in-class employee experience have earned us accolades including Great Place to Work® certifications in many geographies where we operate. If you have a passion for helping others and thrive at a company that values innovation, inclusion and excellence, then Encore Capital Group is the right place for you.\n\nEncore Capital Group and all of its subsidiaries are proud to be an equal opportunity employer and are committed to fostering an inclusive and welcoming environment where everyone feels they belong. We encourage candidates from all backgrounds to apply. 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, protected veteran status, disability status, or any other status protected under applicable law.