NCO is an industry leader in providing business process outsourcing services including accounts receivable management, customer relationship management and back office services for a diversified customer base. Our clients are empowered to successfully address immediate business needs, while empowering long-term growth across the entire customer lifecycle. NCO provides services through over 90 offices in Antigua, Australia, Barbados, Canada, Guatemala, India, Mexico, Panama, the Philippines, United Kingdom and the United States.
Principal Responsibilities
Deliver NCO approved New Hire and Developmental Training including but not limited to pertinent legislation, Collections, Systems, Policies and Procedures, Skiptracing, and Microsoft programs.
Supervise new hires during training and initial period of employment and ensure all associated tasks and responsibilities are completed to meet NCO and Client standards and expectations regarding quality, productivity, and compliance.
Train new Collectors/Representatives and low performers including monitoring and 2nd voicing live calls to develop and refine their skills.
Update and track various data such as new hire performance and completion and approval of payroll timesheets.
Participate in projects performed by the Training Department.
Deliver training programs for areas of improvement and based on business needs.
Assess trainee progress and provide feedback to trainees regarding areas of improvement and development.
When requested, administer periodic testing to associates and track testing results.
Ensure employees complete necessary online training programs by maintaining a log of activity.
Handle all training for new hires and skills enhancement.
Maintain accurate documentation and recording in required systems.
Knowledge, understanding, and compliance with all applicable Federal, State, and Local laws and regulations relating to job duties.
Knowledge, understanding, and compliance with NCO policies and procedures.
Responsible for respective team's overall performance and for motivating team to exceed Training goals and objectives.
Accountable for all decisions, actions, and directives with respect to job responsibilities.
Responsible for progressive discipline with regards to attendance, performance, and all aspects of company policy up to and including termination.
Follow up in a timely manner to ensure customer satisfaction.
Provide feedback to management concerning possible problems or areas of improvement.
Make recommendations to implement improved processes.
Perform other duties as assigned by management.
Qualifications
High School Diploma or General Educational Development (GED) certificate or equivalent in relevant work experience. Bachelor's Degree preferred.
2 years of related experience in training required. 3-4 years of related experience in training preferred.
Collections/ skiptracing and/or customer service/telesales experience preferred, depending on area of concentration.
Experience with instructional design and development of training programs.
Strong coaching and motivating skills.
Knowledge of adult learning theories a plus.
Ability to conduct training needs assessments to identify deficiencies.
Ability to analyze training needs and foster a learning environment that promotes continuous improvement.
Ability to translate collection, skiptracing, and customer services experience into day to day lessons.
Experience facilitating a large group of individuals preferred.
Must possess strong problem solving abilities.
Ability to coach and motivate both new and experienced employees to perform their duties.
Ability to define problems, collect data, establish facts, and draw valid conclusions, to prioritize and work in a multi-tasked environment.
Ability to adapt to a flexible schedule.
Proficient personal computer skills with Microsoft Office, including Excel, PowerPoint, and Access.
Excellent interpersonal, written, and oral communication skills.
Ability to work in a team fostered environment.
Ability to adapt to a flexible schedule.
Ability to travel as necessary.
We offer a competitive salary and comprehensive benefits package, paid time off and a 401 (k) plan.
Work Environment:
Office environment
Ability to lift and / or move 20 pounds
M/F/H/V/EOE/AA
JobProfessional Development
Primary LocationUNITED STATES-VA-Hampton
Work Locations Hampton, VA (VA 01) 521 Butler Farm Road Hampton, 23666
Employee StatusRegular
ScheduleFull-time
Job LevelTeam Leader
ShiftVariable
Education LevelHigh School Diploma/GED/CXC (±11 years)
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