Job Profile Name Us

3 weeks ago

Hampton, United States PRA Group Deutschland GmbH Full time

We invite you to explore a future with us at PRA Group, a diverse and growing company that has a tangible impact on the global economy.

Position Summary:
Job Profile Summary

Manages new, exempt, and non-exempt, Operations employees through the onboarding process for both on and offshore collections. Provides initial and continuous learning opportunities through various training initiatives with a focus on teaching job requirements, compliance, and culture. Responsible for the development of new and existing employees through facilitated training of policy, procedure, systems/software, collection techniques, effective communication, leadership, and professionalism. Reviews employee performance and develops action plans for productivity and quality improvements in collaboration with varying levels of Leadership. Drives productivity and generates revenue through ongoing training, coaching, and development of employees and leaders. Continuously assesses Company training needs and works with Site Leadership to identify and remediate potential risks.
- Job Description
- Key Responsibilities:
- Training and Mentoring
- Provides in person and/or virtual training and mentoring sessions; develops, implements, and facilitates new hire training, uptraining, recurrent training, and make-up training as needed
- Monitors, evaluates, and reports on the progress of new employees during the initial training period as well as employees who participate in advanced training programs
- Actively participates in collaborative coaching and mentoring sessions with all employees to develop technical competencies; provides actionable feedback from sessions to Leadership
- Monitors call performance; ensures that team members follow call handling guidelines appropriately; reviews scored calls and provides applicable feedback to employees
- Develops, maintains, and implements instructor led course offerings to facilitate either virtually or in person as needed for continuous development of employees
- Identifies performance and productivity deficiencies within site; partners with Site Leadership to execute improvement plans
- Analyzes data to identify training needs across the enterprise, potential revenue loss, and other areas for improvement
- Maximizes collector performance by identifying individual development needs and deploying the appropriate training
- Responsible for setting-up and maintaining training facilities; coordinates with information technology on automation upgrades, repairs, and troubleshooting
- Trains employees on proper handling of accounts through Federal/state guidelines as well as company policies and procedures related to collection efforts
- Utilize established training methods along with innovative techniques to convey information in an engaging and effective way
- Maintains all training documents, training aids, and facilitation guides to provide the most current and accurate exchange of information and best practices
- Collaborates with Site Leadership to schedule appropriate coverage of on-the-job training to create a seamless transition of employees from training to the floor
- Works with offshore partners to ensure all off shore training is consistent with training in the U.S. and that all training material is updated when necessary.
- Productivity Monitoring and Improvement
- Reviews productivity, performance, and quality reporting to evaluate effectiveness of training programs; makes recommendations for improvements and/or additional training
- Maintains accurate records of trainee performance during the training period; utilizes industry-recognized protocols for evaluating trainees’ performance and validating content retention
- Identifies team members who require remedial training and/or could excel with advanced training; consults leadership as needed
- Establishes and maintains an environment that encourages teamwork, individual contributions, and ethical behavior; responsible for ensuring compliance with applicable laws, regulations, and company policies across areas of organizational/assigned responsibility
- Identifies and addresses regulatory and/or company policy violations, and advises leadership of potential risks to the company
- Participate in all required compliance training and remains conversant of other laws and regulations related to collections
- Monitors designated sites’ productivity and quality scores to identify and address areas of improvement; makes recommendation to leadership to improve knowledge exchange and improve employee retention
- Additional Duties
- Travels as needed to assist with any/all Company training initiatives
- Supports site and other company training initiatives to include recurrent training, on-going improvement training to Operations Leadership, and training at other site locations, both in-person and virtually
- Maintain continuous education to improve effectiveness in the classroom and train more effectively; cross-trains with other departments to

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