Trainer – Collections

Job Description

At Sutherland we are committed in creating a dynamic work environment that is professionally challenging and personally rewarding. Our team is composed of goal-oriented and strategic-thinking individuals and we are looking to add a Trainer who will create and facilitate training materials with a focus on equipping the organization with fundamental skills and knowledge. 

If you are a Trainer looking for a global career, do not miss this opportunity! 

You are expected to:

• Create, facilitate and/or revise training materials and documents to equip staff with fundamental skills and knowledge
• Fill out accurate reports
• Establish and maintain communication with clients and/or team members; understand needs, resolve issues, and meet company expectations
• Facilitate all aspects of a multi-week transmission and blended type new hire training & nesting
• Facilitate all aspects of floor-training and BQM Training for the program
• Responsible for self-skilling & certification during periods of un-activity (classroom)
• Supervise and coach learners in nesting & BQM type environments
• Facilitate multi-hour product, behavioral or tool change type learning experiences
• Oversee new hire progression and enhancement training; provide feedback and implement appropriate solutions;
• Coach and give feedback to trainees to help them fulfill performance metrics
• Coach and provide feedback and supervision during OJT/Nesting/TQ/Evolution

Qualifications

Our most successful candidates will have:

• 2-3 years collections agent and 1-2 years collections trainer in a contact center setting.
• Earned a Bachelor’s degree in any field (Major in Education or Communication preferred) not required.
• Excellent working knowledge on Microsoft Office applications (Excel, Powerpoint, Word and Outlook)
• Strong English verbal and written communication skills
• Strategic in developing solutions and process improvements

• Willingness and ability to work in a shifting or graveyard schedule

Additional Information

All your information will be kept confidential according to EEO guidelines.