Job Description
The Performance Development Manager leads post-training and ongoing development programs for the Collections team, focusing on onboarding, coaching, performance improvement, and fostering a culture of continuous learning to enhance team performance and results.
Key Responsibilities
- Lead post-training, nesting, and ongoing development programs for the Collections team
- Ensure newly trained agents successfully transition into production
- Provide targeted coaching for bottom performers
- Manage training calibrations and deliver continuous education to improve performance, quality, and consistency
- Mentor agents and managers to support team development
- Support struggling teams and respond to agent questions
- Accelerate ramp-up and close performance gaps to improve departmental results
Requirements
- Experience in leading post-training, nesting, and ongoing development programs for a team, with a focus on performance, quality, and consistency.
- Ability to ensure newly trained agents successfully transition into production roles.
- Proven ability to provide targeted coaching for bottom performers to improve their performance.
- Experience managing training calibrations to maintain training standards and consistency.
- Ability to deliver continuous education and training to strengthen team performance and quality.
- Experience mentoring agents and managers to support their development.
- Ability to support struggling teams and respond effectively to agent questions.
- Demonstrated skill in accelerating ramp-up times for new agents.
- Experience in closing performance gaps within a team or department.
- Proven track record of improving overall departmental results through training and development initiatives.
- Strong communication skills to support a culture of continuous learning.
- Ability to work collaboratively within a team environment.
- Experience in a role related to performance development, coaching, or training management.
- Educational background or experience relevant to training, coaching, or performance management (specific degree requirements are not explicitly stated but implied through the role's responsibilities).
Benefits & Perks
Compensation range of $70,000 - $85,000 annually
Ready to Apply?
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