Training Manager

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I hereby certify that the facts set forth in the above employment application are true and complete to the best of my knowledge and authorize Real Time Resolutions, Inc. to verify their accuracy and to obtain reference information on my work performance. I hereby release Real Time Resolutions, Inc. from any/all liability of whatever kind and nature which, at any time, could result from obtaining and having an employment decision based on such information.
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Position: Training Manager

Location: Dallas, TX

Classification: Exempt

Reports to: Director, Customer Experience

Compensation: Competitive Salary

Hours: Full-time coverage with availability within normal business hours  

Travel: 5%-10%

SUMMARY

As a Training Manager, you will be responsible for the day to day training of customer-facing new hire employees in a small to mid-size company.  You will facilitate interactive, engaging training sessions that meet the learning needs of a diverse audience. This will include the teaching of core course material and the use of various systems in a small group environment. You will provide analysis of training effectiveness and will be responsible for ensuring that all required training metrics are met.  

ESSENTIAL FUNCTIONS

Performed duties include, but are not limited to:

  • Conduct the full scope of activities required to deliver new employee training and on-going training in order to increase employees’ skills, confidence, and capabilities
  • Conduct evaluations and develop new programs to address individual, departmental and company needs
  • Manage, develop and motivate trainees in a collections call center environment
  • Ensure that all course objectives are achieved and aligned to call center objectives
  • Administer corporate training to all employees
  • Draft training material regarding corporate, operational and compliance standards
  • Develop and deliver employee testing to ensure proper understanding of the training material
  • Assess employee training needs and provide feedback to management
  • Maintain training records; work with vendors to provide external training resources
  • Assist new hires with making customer calls and offer coaching in real time
  • Take customer calls and handle customer escalations appropriately
  • Use metrics (KPIs) to measure the impact of learning and manage the administration of such data
  • Develop strategies to reinforce and evaluate the success of transfer from training to the end department
  • Provide feedback to management team regarding trainee performance
  • Perform managerial tasks such as approving time cards, administering disciplinary action, creating schedules, etc.

QUALIFICATIONS

Bachelor’s Degree Required; 3.0 or high GPA preferred
  • Previous experience training in a mortgage servicing, finance or call center related industry; 5+ years of management/training experience preferred
  • Must be able to pass a criminal background check, drug screen and credit check to client-required standards
  • Qualified candidates will possess excellent communication and presentation skills
  • Experience developing curriculum and training material
  • Must be able to work in a team environment as well as work independently with little supervision
  • Must be punctual and reliable in order to meet the needs of the Training Department
  • Should possess a high level of patience in order to produce professionals that understand the business
  • Effective facilitation and classroom management skills with the ability to present information using a variety of techniques and media
  • Basic computer skills required
  • Shows motivation to teach others and interact with people from varying backgrounds


Location: Dallas, TX
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Apply at: https://rtrjobs.hiringthing.com/job/102115/training-manager