Call Center Training Manager

Role Overview

Consolidated Credit is seeking a dynamic and experienced Training Manager to lead our Counselor development program. This is a newly created position due to organizational growth. You will be responsible for the end-to-end training lifecycle—from onboarding new hires to providing advanced "up-training" for veteran counselors. When not in the classroom, you will serve as a key member of the management team, ensuring our counselors maintain the highest standards of financial compliance and sales excellence.

Key Responsibilities

• New Hire Onboarding: Lead intensive training classes for new "Counselors," focusing on inside sales techniques, financial literacy, and our proprietary systems.

• Compliance & Quality Assurance: Partner with the management team to monitor calls and ensure all counseling sessions meet federal, state, and internal regulatory requirements.

• Continuing Education: Develop and deliver "up-training" modules to improve conversion rates, empathy-based selling, and product knowledge.

• Operational Leadership: Assist with daily call center management duties, providing coaching and feedback on the floor to drive performance metrics.

• Curriculum Development: Update and refine training materials to reflect changing financial regulations and industry best practices.

Required Qualifications

• Experience: 7+ years of professional training experience specifically within a call center environment.

• Education: Bachelor’s Degree from an accredited institution.

• Expertise: Proven track record of training "inside sales" or high-touch consultative roles.

• Industry Knowledge: Experience in Financial Services (Debt Management, Credit Counseling, or Banking) is highly preferred.

• Soft Skills: Exceptional public speaking skills, the ability to motivate a diverse team, and a high degree of emotional intelligence

Ideal Candidate Profile

The person who will thrive in this role at Consolidated Credit is someone who enjoys the "stage" of a classroom but is equally comfortable diving into the data of compliance reports. They should understand that a Counselor is part salesperson and part financial advocate, requiring a trainer who can teach both persuasion and empathy.

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