Collections Coach

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Collections Coach

Job Overview

As a Collections Coach you will review the performance and outputs of collections agents and provide training and feedback where needed to improve quality of work and overall productivity/outputs.

Responsibilities:

• Provide ongoing support to Collections Agents, ensuring all key information is being retained and applied consistently.
• Analyze data trends, conduct deep dives into root causes for underperformance and develop action plans to remedy same.
• Work closely with the various stakeholders e.g. Team Managers, Operations Managers, Quality Analyst etc. on initiatives geared towards improving KPIs such as Dollars Collected, EVPH, Kept Rate, PTP etc.
• Coach, mentor and develop employees in collections techniques geared towards improving overall collections and other key KPIs.
• Reviews existing training programs for collections agents; suggests enhancements and modifications to improve engagement, learning, and retention and/or to meet the changing needs of clientele, the organization, or the industry.
• Conducts coaching evaluations that are timely and constructive.
• Ensures that training materials and programs are current, accurate, and effective and aimed at collections agents understanding the importance of treating customers fairly and are consistently reaching their goals.
• Maintains knowledge of new methods and techniques for training, and training requirements applicable to the organization and/or industry including one on one coaching and mentorship programs

Qualifications and Experience

• Associate Degree or higher in Business Administration, Management Studies or any other related field.
• 5+ years as a trainer with emphasis in Collections in the BPO sector.

Key Skills

• Proven ability to work effectively with key stakeholders and clients at all organizational levels and departments to achieve desired results.
• Required Skills/Abilities:
• Excellent verbal and written communication skills with strong graphic design ability.
• Thorough understanding of training processes.
• Ability to moderate large groups.
• Extremely organized and detail-oriented.
• Proficient with Microsoft Office Suite or related software.