Operations Training Specialist I

Applicants must have current authorization to work in the United States on a full-time basis.

Announcing MCM, an Encore Capital Group Company. Many of you have always known us as Encore Capital Group and as we continue to expand our scope as an organization, Encore Capital Group will be the parent company managing all global subsidiaries.  MCM will focus on our US business with operations in India, Costa Rica, and 35 US Sites. Here at MCM we are powered by a shared belief that exceptional people achieve more together. We are natural, instinctive and inclusive innovators. We achieve the best outcomes through a diversity of ideas, a collaborative spirit and a passion for attaining breakthrough results. Every moment is an opportunity to make a difference: to a consumer, to a colleague, to the wider company. We think ’what’s in it for all?’, never ‘what’s in it for me?’. We aim for the exceptional and aspire to achieve more in every moment. We know that by creating great moments for others, we provide better career opportunities and better lives for ourselves. 

The Operation Training Specialist I aids in the overall development of the Account Manager (AM) positions by ensuring various call quality metrics are being met and further using metrics to determine areas of improvement. Coordinates with Managers to ensure appropriate number of audits are performed for each Account Manager in a specific month. Delivers guidance and feedback on performance expectations outlined in the OCM and ensures Account Managers are providing  the correct information and are following the proper procedure. 

Conducts quality review and training of AM performance to ensure dynamic communication and call quality components are met and/or identify the areas of needed improvement.  Audits AM inbound and outbound calls and/or accounts to observe performance, techniques, and application of effective communication in the face of the consumer tactics. Coordinates with manager to ensure appropriate number of audits are performed for each AM in a specific month.  Evaluates the quality and performance of AMs in month one, month two, and special needs groups.  Summarizes findings and recommendations to Manager for use in individual, group, and GM second voice call evaluations. 30%

Training week involvement through face-to-face and over the phone mock calls with new AMs. Provides coaching, advice, and guidance to AMs based on observed behaviors and habits.  Ability to provide dynamic and empowering coaching conversations with positive reinforcement while still setting expectation for continuous growth. Delivers guidance and feedback on performance expectations outlined in OCM.  Mentors newly hired AMs to ensure a smooth transition from a learning environment to a daily production environment. 20% 

Maintains a comprehensive working knowledge of OCM (Open Communication Model). Model the components of the CFLM (Call Floor Leadership Model) with all AM interactions. Remain current on developments in training and instructional methodologies including technology enhancements. 20% 

Maintain tracking system of assigned AMs to ensure accurate employee trending and progress. Analyze training effectiveness through production statistics and correlation reports to confirm comprehension and application of material, and to identify additional training needs. 20% 

Participates in meetings and presentations or other designated special projects as assigned. 10%

Education

Required: High School Diploma

Language

Required: English

Experience

Required: At least 2 years experience in an Account Manager or related role. Knowledge of FDCPA, Call Model, and Call Center procedures. Proficiency with 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. Training delivery, group/team facilitation and presentation skills. Strong consumer focus and effective communication; including how one impacts the other. 

Preferred: Prior project management experience is preferred. 

Starting Compensation

Hourly Rate: $23.13 - $30.00 (Amount based on office location, relevant experience, skills, and competencies)

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 monthly incentives or annual bonus.

• 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

Headquartered in the United States, Encore Capital Group (Encore) is a publicly traded international specialty finance company operating in various countries around the globe. Through our businesses - such as Midland Credit Management and Cabot Credit Management - we help consumers to restore their financial health as we further our Mission of creating pathways to economic freedom. Our commitment to building a positive workplace culture and a best-in-class employee experience have earned us accolades including Great Place to Work® certifications in many geographies where we operate. If you have a passion for helping others and thrive at a company that values innovation, inclusion and excellence, then Encore Capital Group is the right place for you.

Encore Capital Group and all of its subsidiaries are proud to be an equal opportunity employer and are committed to fostering an inclusive and welcoming environment where everyone feels they belong. We encourage candidates from all backgrounds to apply. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender perception or identity, national origin, age, marital status, protected veteran status, disability status, or any other status protected under applicable law. If you wish to discuss potential accommodations related to applying for employment, please contact Talent@mcmcg.com.