Contact Center Training Specialist bei Trueml

The Role Summary: The Training role within the Contact Center Operations team is responsible for designing, developing, and delivering training programs that equip front-line agents with the knowledge and skills needed to drive successful collection outcomes. This role ensures that every learning experience directly supports operational performance, compliance standards, and revenue goals across the CE department.The individual in this role will create role-specific training for new-hire onboarding, skill enhancement, and new business initiatives — with a focus on elevating call quality, promise and activation rates, negotiation skills, and the customer experience within collections. By partnering closely with business leaders, operations managers, and QA teams, this person will identify key training needs, performance gaps, and opportunities for development. They will recommend and implement strategic learning solutions that align with current business priorities and prepare agents for future success.Through strong collaboration and a deep understanding of CE Collections’ evolving goals, they will craft engaging, results-driven learning programs that empower agents to collect effectively, maintain compliance, and provide a professional and empathetic customer experience.



Essential Responsibilities:

Develop and deliver impactful, engaging learning solutions that leverage multiple learning strategies to support new-hire onboarding and the deployment of key business initiatives.

Build close partnerships with Business Leadership to understand the imperatives, gain insights into the organization's critical talent drivers, and develop the appropriate talent development program.

Represent learning in broader project efforts, ensuring an early focus on the implementation of needs to ensure efficient delivery in alignment with project goals and timelines.

Stay current with external trends, best practices, and innovations, and blend these into the strategies used when training our associates.

Facilitate content and adapt course facilitation/delivery methods based on industry best practices and the needs of the group. Ensure that KPIs/objectives are established for each course and that data is collected to justify and showcase ROI.

Accountable for business-critical learning priorities focused on upskilling people to maximize performance and achieve department goals.

Establish and maintain a daily and weekly cadence of training performance reviews, coaching sessions, and task management to ensure ongoing alignment with departmental goals and individual development plans.

Manage and track training transcripts to verify agent compliance with all required training policies, ensuring readiness for internal and external audits.

Monitor completion rates and maintain accurate training records within designated systems to support operational transparency and audit preparedness.

Partner with leadership and quality assurance teams to evaluate performance data and implement targeted learning interventions based on trends and opportunities.

Ensure all training activities and documentation align with company standards, compliance requirements, and regulatory expectations

Qualifications, Skills, and Experience:

HS Diploma (or GED)

1 year of training or collections experience

Proven ability to prioritize, organize, and meet deadlines within contractual service levels.

Skilled in delivering engaging, performance-driven training using knowledge checks and applied learning activities.

Strong ability to measure engagement, assess performance, and provide real-time coaching to drive improvement.

Solid understanding of Adult Learning Theory and instructional design across in-person and virtual formats.

Analytical and adaptable, with a proactive approach to solving problems and managing change in a fast-paced environment.

Exceptional coaching, communication, and feedback skills that enhance agent performance and confidence.

Experienced in data analysis and trend identification to support continuous improvement and training alignment.

Knowledge of collections compliance (FDCPA), call quality metrics, and audit readiness preferred.

Proficiency in Microsoft Office and Google Workspace tools.

Background in Customer Service, Call Center Operations, or Collections/Financial Services strongly preferred.

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