Training Supervisor

The Training Supervisor is responsible for designing, delivering, and evaluating training programs for collection agents. This role ensures that staff are equipped with the necessary skills, compliance knowledge, and communication techniques to optimize recovery rates and maintain customer satisfaction.

Key ResponsibilitiesDevelop and implement onboarding and refresher training programs for collection agents.

Conduct needs assessments to identify skill gaps and training requirements.

Deliver training sessions on collection strategies, negotiation techniques, compliance, and CRM tools.

Monitor trainee performance and provide coaching to improve effectiveness.

Collaborate with operations and compliance teams to ensure training aligns with regulatory standards.

Maintain training records and generate reports on training effectiveness and agent performance.

Update training materials regularly to reflect changes in policies, systems, or client requirements.

Mentor and support trainers and team leads in delivering consistent coaching.

Required Skills & QualificationsBachelor’s degree in Business, or related field (preferred).

2+ years of experience in collections or training in a contact center environment.

Strong understanding of debt recovery processes and compliance regulations.

Excellent communication, presentation, and interpersonal skills.

Proficiency in Microsoft Office and CRM/collection software (e.g., Dialer systems, Salesforce).

Ability to analyze performance metrics and translate them into actionable training plans.