Job Description
The Performance Development Manager leads post-training and ongoing development programs for the Collections team, focusing on onboarding, coaching, and continuous education to improve performance, quality, and consistency across the department.
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 skill development
- Support struggling teams and respond to agent questions
- Drive a culture of continuous learning
- Accelerate agent ramp-up and close performance gaps
- Improve overall departmental results
Requirements
- Experience in leading post-training, nesting, and ongoing development programs for a team, with a focus on performance improvement and continuous education.
- Ability to ensure newly trained agents successfully transition into production roles.
- Proven track record of providing targeted coaching for bottom performers to improve their performance.
- Experience managing training calibrations to maintain consistency and quality across teams.
- Ability to mentor agents and managers, supporting struggling teams and responding to agent questions.
- Demonstrated skill in driving a culture of continuous learning within a team or organization.
- Experience in accelerating ramp-up processes for new team members and closing performance gaps.
- Strong leadership skills to improve overall departmental results through training and development initiatives.
- Educational background or experience relevant to training, coaching, or team development (specific degree requirements are not explicitly stated but implied).
- Physical and mental capacity to support ongoing team development activities (implied, not explicitly stated).
Benefits & Perks
Compensation range: $70,000 - $85,000 annually
Ready to Apply?
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