Call Center Training Manager

CONTINENTAL FINANCE COMPANY Wilmington, DE $100000.00 to $110000.00 per year
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Come join a growing financial technology company that’s leading the marketplace in both the marketing and servicing of credit cards! Continental Finance Company specializes in credit card options for those consumers with less than perfect credit. We are seeking a Call Center Training Manager to support our Operations team.

The Call Center Training Manager will be responsible for the design, development, and delivery of training to all Vendor Call Center L&D Teams ensuring they are positioned for success to perform their responsibilities. This includes initial delivery, remediation, refresher training, on-the-job training, cross training, and just in-time training. This position will partner with many departments to ensure Vendors L&D Teams are up to speed in both their specific vertical, and the overall needs of the company.  The Call Center Training Manager must be comfortable supporting and managers teams remotely.

***CFC offers a hybrid work schedule which includes three (3) core days in the office (Tuesday, Wednesday, and Thursday) and two (2) remote workdays (Monday and Friday)***

Essential Functions

  • Conduct a thorough review of the training needs for both call center agents and document processing
  • Lead the development of a training plan and training modules, collaborating with the vendors and other subject matter experts
  • Oversee all training activities during new hire period and ongoing operations
  • Ensure that the training content is current and accurate
  • Ensure that the knowledge base content is clear and accurate
  • Design and develop training materials in accordance with CFC policies and practices
  • Work with the selected learning management system to track and report training progress
  • Oversee and prepare the Vendor Training Teams to deliver training onsite or via web conference as needed
  • Manage training schedules ensuring Trainers are prepared as needed for initial go live and ongoing operations
  • Collaborate and coordinate activities with workforce management and quality teams
  • Manage Vendor Training staff and perform evaluations; assess training effectiveness
  • Interface with Vendor Leadership as needed
  • Report issues and status to CFC Leadership and Vendor as appropriate
  • Perform additional tasks as assigned

The ideal candidate will have the following:

  • Bachelor’s degree in education, human resources, or related field required
  • 5-7 years quality assurance and/or contact center training experience required
  • Familiarity with traditional and modern training methods (mentoring, coaching, on-the-job or in classroom training, e-learning, workshops, simulations etc.)
  • 25% travel required
  • Excellent communication and leadership skills
  • Ability to plan, multi-task and manage time effectively
  • Strong writing and record keeping ability for reports and training manuals
  • Good computer and database skills
  • Capable of conducting training sessions, leading meetings and making presentations
  • Experience conducting training remotely as well as onsite
  • Bi-lingual capabilities are a plus

Why Continental Finance?

Continental Finance Company (“CFC”) is one of America’s leading marketers and servicers of credit cards for consumers with less-than-perfect credit. Since the Company’s founding in 2005, CFC has prided itself on its corporate responsibility to customers in terms of a strong customer support program, fair treatment and responsible lending. With our success, we have also grown into an innovative financial tech company! With a state of the art consumer underwriting, marketing and servicing platform, we provide a variety of services to our consumers when other financial institutions will not accommodate them. We are proud to provide access to credit products and excellent services to consumers who are largely overlooked by traditional credit card issuers.

CFC is seeking bright, energetic individuals that will help us grow and develop together! We uphold a promise to treat our employees with the same care and concern as we do our customers. We offer all employees competitive compensation and benefits in an exciting, fast-paced business casual environment. Join our growing team and apply online today!

***CFC offers a hybrid work schedule which includes three (3) core days in the office (Tuesday, Wednesday, and Thursday) and two (2) remote workdays (Monday and Friday)***

CONTINENTAL FINANCE COMPANY is an EEO employer - M/F/Vets/Disabled
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