AddressAbout 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!
GENERAL SUMMARY
Learning Specialist, I, delivers and facilitates new hire training during classroom & also drives the performance on the floor. This position is responsible to ensure New Hires meet their relevant targets on the floor on the given metrics, thorough rigorous coaching, second voices, live coaching, call evals etc. This position also conducts refresher trainings and skill-based training to new and existing employees. This position coaches, counsels, and monitors employees based on their needs. This position also requires you to upkeep relevant data and publishing timely reports as and when required .
Learning Specialist is also responsible for managing and achieving business results through a team of account managers. This includes being responsible for all aspects of performance management, performance metrics and tracking and supporting an engaged and collaborative team environment. This role is also responsible for adherence to compliance standards, company policies, documentation procedures and FDCPA.
State the main purpose(s) of the job in the organization. What is the general level of responsibility?
COMPETENCIES
« Drive for Results • Innovation & Agility • Leading & Enabling Change • Building Effective Partnerships • Developing Self & Others »
Band: Band 5
Band Description: Processor; understands processes of moderate scope and complexity; can provide process improvement suggestions. Generally under general supervision. General knowledge of techniques, procedures, standards, and policies.
Band Competencies: Delivers assigned responsibilities, solves routine problems, is open to and accepts change, builds credibility, trust, and rapport with others, and participates in developmental opportunities.
(Please refer to the Leader Level Frameworkfor a more detailed description)
PRINCIPAL RESPONSIBILITIES
State the primary responsibilities of the role and the primary tasks for each function.
Develops and delivers new hire/operations training as per business requirement. Obtain, organize, develop training procedure manuals, guides, or course materials, such as handouts or visual materials. Drives performance on the floor for the New Hires trained and achieve the targets on the given metrics
thorough rigorous coaching, second voices, live coaching, call evals etc.
65%
Assessment of environment (conducting TNA), report findings & recommend solutions for the respective class. Conducts training need analysis and deliver operational trainings in line with business requirements.
Monitor and evaluate training effectiveness.
15%
Maintenance and upkeep of the relevant data and publishing timely reports to the leadership/stakeholders followed by searching, matching, building content to support the identified need.
15%
Leads the coordination and administration of operational trainings, including timely reporting, performance reviews.
5%
TOTAL
100%
MINIMUM REQUIREMENTS
EDUCATION: Bachelor's FIELD OF STUDY: Any
EXPERIENCE: Work experience required in Internal Operations Call Center
CERTIFICATION(S): Certification(s) required
KNOWLEDGE, SKILLS, ABILITIES, AND OTHER ATTRIBUTES:
< >Knowledge: IO Collections Process Knowledge, OCM Call PathSkills: Communication Skills, Facilitation Skills, Influencing Skills and Proficiency with MS Excel/Power PointAbilities: High tolerance to Ambiguity and adept at establishing Training NeedsOther Attributes: Flexibility to work in 24/ 7 environment (shifts & weekly offs), with weekend working scopePREFERRED QUALIFICATIONS
EDUCATION: Bachelor's FIELD OF STUDY: Any
EXPERIENCE: Additional experience that would help; quantify where possible
CERTIFICATION(S): Certification(s) preferred
KNOWLEDGE, SKILLS, ABILITIES, AND OTHER ATTRIBUTES:
< >Knowledge preferredAdditional valuable Skills to possesUseful AbilitiesOther Attributes that would be nice for an employee to have in this role
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, protected veteran status, or disability status. We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application and/or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation at careers.india@mcmcg.com.
