Supervisor, Educational Performance Academy

The Supervisor, Educational Performance Academy (EPA) oversees the delivery and success of EPA programs for training and developing, new and existing staff, by monitoring the daily production and performance of EPA team member’s schedules, attendance, payroll, performance and provides appropriate feedback for growth. By fostering a positive learning environment for all associates, the Supervisor, EPA works to maximize each trainer’s presentation style to include multiple teaching strategies to reach all learning needs of associates in training.

ESSENTIAL FUNCTIONS:

• Supervises and monitors Educational Performance Academy day to day activities, oversees the delivery and success of new hire training programs.
• Remains up to date on all CCS Collection Best Practices, Client Expectations, and CCS Call Center Best Practices, policies, procedures and industry techniques.
• Partners with all levels of management for new project and training initiatives, providing a consistent communication path to bridge all areas.
• Prepares for, leads and participates in scheduled training classes.
• Participates in various projects such as memo updates, OPSNET Manual enhancements, Quality Monitoring Form updates, and other improvement initiatives, as assigned by director
• Completes performance evaluations and/or employee performance reports in an accurate and timely manner.

• Coaches, mentors, supports and assists all Instructors by answering questions and developing essential skill sets to be successful in their role.
• Monitors daily supervision of trainers’ schedules, attendance, payroll or performance issues and administer appropriate corrective action in conjunction with AVP and HR.

• Trains employees on collection techniques and CCS policies and practices including use of technical systems and Client procedures and expectations.
• Challenges and coaches new and existing staff to maximize performance and call service.
• Coordinates training schedules for new hire and existing employee training, as assigned.
• Follows approved training outlines and techniques/manuals for assigned classes and provides feedback to management to improve training experiences and outcomes for individual training, group instruction, meetings and workshops.
• Works with management, supervisors and employees to gain knowledge of work situations requiring training and to better understand changes in policies, procedures, regulation, business initiatives and technologies.
• Delivers testing modules and tests trainees to measure progress and to evaluate effectiveness of training.
• Schedules and facilitates team meetings to communicate priorities, collection goals and procedural changes.
• Conducts monthly one on ones with instructors to evaluate progress and growth.
• Splits time in each office to support all staff as needed for training.
• Other duties as required by AVP.

QUALIFICATIONS:

• 1-3 years of experience as a trainer in a collections or call center environment preferred.
• Strong understanding of CCS Collection process, letter series, collection strategies, and CCS policies.
• Must have working knowledge of collection laws and regulations.
• Must have business proficiency (written and verbal) in English.
• Able to read and interpret documents such as technical data, safety rules, operating and maintenance instruction, and procedure manuals.
• Able to write routine reports and correspondence, develop and proof training materials and speak effectively in interpersonal situations and before groups of employees.
• Present a professional demeanor.
• Highly organized with experience in project management, prioritizing tasks, and managing schedules.
• Able to problem solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists.
• Demonstrate the ability to interpret various instructions furnished in written, oral, diagram, or schedule form.
• Able to function independently in a multi-task environment and as part of a team and comfortable communicating with all levels of management and employees.
• Must have strong planning and organizational skills.
• Knowledge of Microsoft Office required and able to learn new software systems as required.
• Able to be receptive to feedback, willing to learn, embracing continuous improvement, and receptive and responsive to changes.
• Basic math and written communication skills.
• Excellent follow through and attention to details
• Strong interpersonal and verbal communications skills.
• Strong organizational and observational skills.
• Flexibility in learning, documenting and training new concepts in a short time frame.
• Ability to maintain a predictable and consistent full-time work schedule.

EDUCATION REQUIREMENTS

• High school diploma or equivalent required, some college preferred.