Operations Training Specialist I

The Operation Training Specialist I supports the overall development of various positions by ensuring appropriate metrics are being met and by using observations/data to determine areas of improvement. This role coordinates with Managers to ensure appropriate number of audits are performed for each assigned work group in a specific month. The Operation Training Specialist I also delivers guidance and feedback on performance expectations outlined in the Call Floor Leadership Model and ensures assigned work groups are providing the correct information and following the proper procedure.

RESPONSIBILITIES

• Provide coaching, feedback, guidance, and direction to assigned work groups.
• Plan and construct coaching and interactions with assigned work groups daily using call floor leadership model to deliver call performance trending and performance metrics.
• Participate in new hire training.
• Training assignments as directed by Manager.

Partner with Group Managers in all sites to create developmental plans.

Perform other duties, as assigned.

MINIMUM REQUIREMENTS

EDUCATION:  High School Diploma             

EXPERIENCE:  1+ years of experience in an Account Manager or related role

KNOWLEDGE, SKILLS, ABILITIES, AND OTHER ATTRIBUTES:

• Skilled in Outlook and Excel
• Knowledge of organizational infrastructure and adult behavioral patterns
• Ability to work independently with some direction from colleagues and management
• Strong interpersonal and communication skills
• Ability to train and facilitate trainings to groups

PREFERRED QUALIFICATIONS

EDUCATION:  Associate's                 FIELD OF STUDY:  Communications, Public Speaking, Organizational Development

EXPERIENCE:  2+ years of experience in an Account Manager or related role

If you are wondering why you should work for us, here is something to help you decide:

• Pay and Bonuses: Earn a competitive salary. All employees are eligible for uncapped commission or annual bonus incentives.

• Career Progression: Grow at MCM with paid training and development programs – including our very own MCM Academy – as well as a promote-from-within philosophy.

• Reward and Recognition: We are committed to honoring great results – ranging from informal accolades to formal company-wide awards and prizes like all-inclusive vacations.

• Tuition Assistance: Pursue a degree or coursework related to your current role, or the role you are striving for.

• Healthcare Insurance: Take advantage of comprehensive healthcare plans and options to ensure your continued health, plus fitness membership reimbursements, weight watchers, our wellness rewards Program and more.

• Volunteering Opportunities: Enjoy up to eight hours of paid time off each year to volunteer. We also offer volunteer grants and matching financial donations, up to US$ 2,500 per employee annually.

• Retirement Savings: Build a strong financial foundation and reach your goals for the future. With all the effort you invest in us, we’re proud to invest in you.

• New Family Support: Celebrate your new arrival with company paid leave, new parent flex time, and child back-up care options.

• Team-building: Enjoy experiences that inspire bonds with your colleagues through a wide range of company-sponsored team-building events, such as holiday celebrations and department outings.

• Work-Life Balance: Enjoy paid and floating holidays, as well as generous paid-time-off.

Our compensation and benefits programs were created with an 'Employee-First Approach' focused on supporting, developing, and recognizing YOU.  We offer a wide array of wellness and mental health initiatives, support volunteerism, and environmental efforts, encourage employee education through leadership training, skill-building, and tuition reimbursements, and always strive to provide promotion opportunities from within.

About Us

We are more than a specialty finance company providing debt recovery solutions for consumers. We are a global team of over 4,000 employees whose daily mission is to empower consumers to begin their path towards financial recovery and build a better life for themselves and their families. We know that the only way to support this mission is by hiring exceptional