1.     Staffing – Business Unit Structure and Staff Development

·         Evaluate, recommend and train necessary staff to support the collections vertical.

·         Train the Trainers – provide on the job training to core team of training staff to fulfill training functions to successfully perform five core competencies of facilitative training.

·         Continually evaluate and offer recommendations to the VP of training to provide continual improvements of  the debt collections and compliance training curriculum.  Manager ISO trainer worker instructions to support staff development and effectively operate training procedures 

·         Manage, develop and provide effective feedback to core training staff using trainer observation forms to document feedback and performance.

·         Responsibilities include ability to direct, manage and deliver core training team responsibilities as noted in each respective job description: Training Coordinator, Supervisor, Asst. Manager and Manager levels to implement training programs assigned by ICT Corporate business unit.

2.     Project management

·         Plan, organize and manage training programs

·         Interface with client account management team to determine training requirements, customer confidence and satisfaction

·         Provide feedback regarding customer issues or concerns with documentation, or training requirements

·         Product - current and new specialty products for CSR/TSRs, supervisory and management

·         Training program management includes New Hire Orientation, Product, ICT and/or client technical systems,  Operations front-line development for CSRs/TSRs, team leads, trainers, quality, supervisory and management

·         Establish and maintain a network of alliances, training society’s and vendors to identify alternate training design and delivery mechanisms

·         Communicate and work with internal and field departments to accomplish project goals

3.     Needs Analysis

·         Collect data using the various types of methodologies – employee surveys, interviews, focus groups

·         Determine gaps in employee proficiency. 

·         Analyze and identify all resources vendors for new solutions, training materials, methods, techniques and make recommendations for use

4.     Design and Development

·         Design training session using ICT Group’s ISD model.

·         Develop and organize concise training content with adult learning theory

·         Determine course and lesson objectives and assess the most effective instructional methods to achieve objectives

·         Develops and revises master course development schedule plan to meet business needs and ensures availability of appropriate resources.    .

5.     Scheduling

·         Coordinate and schedule class arrangements, sessions, and instructors, train the trainer certification, travel needs, logistics and training equipment/facilities.

·         The incumbent directs all aspects of the coordination of training.   Teaming directly with the Operation Management to ensure an effective schedule is established based on allocation of resources, budgeting and course offerings.

6.     Budget Management

·         Manages and maintain training budget including billable training hour records in compliance with client contractual guidelines

·         Communicates and provides solutions to balance with respective Training Management to meet Corporate budget

·         Responsible for the financial reporting of all costs associated with business unit

·         For regions sessions requiring travel the Incumbent is responsible for all logistics, travel, hotel, meal functions and special requests associated with both customer and employee training. 

7.     Facilitation / Implementation

·         Facilitate and implement training demonstrating effective delivery of five core competencies:  Facilitation, Presentation, Coaching & Feedback, Organization and Product Knowledge

·         Provide new hire and product training as required by business unit training programs starting in each respective contact center.  Follow course development process to ensure high quality and timely delivery based on business unit forecast.

·         As point of contact for business unit training programs, support by training management, trainers and program implementation in respective business unit location with on-site operational staff to meet program performance.

·         Participate and conduct phone monitoring calibration sessions with training, operations and, quality teams and/or clients to collect feedback.  Demonstrate initiative and contribute to improving performance based on findings during calibration sessions. Provide recommended performance improvements to respective client services and training management program Points of Contact for approval.  Responsible for training and coaching Training Management, Supervisors, Trainers, TSRs/CSR opportunities that are demonstrated during sessions.

8.     Evaluation

·         Track, coach and provide performance feedback on the five core training competencies for trainers in accordance with the training performance requirements for each program in your respective centers. 

·         Establish methods to evaluate, score and track training program performance for New Hire and business unit training programs based on business and learning objectives.

·         Manage and develop training programs based on student, course, and management evaluation system to be used as a foundation for continued improvement.

9.     Leadership

·         Relationships: 

1.   Develop positive professional relationships with business unit operations management, quality assurance, client services and clients to support identifying program performance needs and requirements

2.   Interface with clients on visits to centers and facilitate training in accordance with established client training program clients as outlined in ICT training program.

·         Team building:  demonstrate team cohesion and teamwork

·         Communication:  effectively communicate and listen

·         Coaching:  provide and accept effective coaching and feedback

·         Problem Solving:  provide innovative problem solving and solutions

·         Meetings:  demonstrate effective time manage, set objectives and facilitate for success

10.  Travel

·         Required to support trainers and training programs in respective business unit locations as assigned.  Reliability, dependability and flexibility is required to support our trainers and client business needs. 

·         Travel for this position can be up to 75%. This includes and is not limited to client locations, trainer certification locations as defined by the client and/or ICT.  Off-Shore/Near Shore travel required.

11.  Other duties as assigned based on departmental requirements. 

QUALIFICATIONS:        

• Minimum 5-7 years experiences in a management or training consultant position
• Background and experience in Instructional Systems Design
• Proficiency in using Microsoft Office Products
• Experience in a collections environment, specifically 1^st party collections.
•  Superb written and verbal communication skills.
•  Understanding of FDCPA and all collections regulations
•   Ability to design, develop and implement training on various collections subject matter such as; strategies and techniques from basic collections to advanced negotiation.

If you are interested in this position please send your resume to resumeshr@ictgroup.com or fax your resume to 267-685-5708.  Please reference job code TD

ICT Group is an Equal Opportunity Employer.