Collections Trainer

About the role

Sutherland is looking for a Trainer to create and facilitate training materials that equip the organization with fundamental skills and knowledge. The role covers new hire training, floor training and coaching of learners in nesting and BQM environments.

Key responsibilities

• Create, facilitate and/or revise training materials and documents so staff gain fundamental skills and knowledge.
• Fill out accurate reports.
• Communicate with clients and team members, understand their needs, resolve issues and meet company expectations.
• Facilitate multi-week blended new hire training and nesting.
• Facilitate floor-training and BQM training for the program.
• Self-skill and get certified during classroom periods of inactivity.
• Supervise and coach learners in nesting and BQM environments.
• Facilitate multi-hour product, behavioral or tool-change learning experiences.
• Oversee new hire progression and enhancement training, give feedback and implement solutions.
• Coach trainees to help them meet performance metrics.
• Provide coaching, feedback and supervision during OJT, nesting, TQ and evolution.

Required profile

• 2-3 years as a collections agent and 1-2 years as a collections trainer in a contact center setting.
• Bachelor's degree in any field (Education or Communication major preferred); not required.
• Excellent verbal and written English.
• Strategic approach to developing solutions and process improvements.
• Willingness and ability to work in a rotating or graveyard schedule.

Required skills

• Working knowledge of Microsoft Office: Excel, PowerPoint, Word and Outlook.