Collection Domain Expert

Position:

Location:

Employment Type:

About the Role:

We are looking for an experienced Collection Domain Expert Trainer to enhance the communication, negotiation, customer handling, and interpersonal skills of our call center agents. The ideal candidate will design and deliver engaging training programs that improve agent confidence and professionalism.

Key Responsibilities:

Training & Development:

• Conduct interactive training sessions on communication, negotiation, objection handling, active listening, empathy, and conflict resolution.
• Train agents on handling difficult customers, emotional intelligence, and rapport-building techniques.
• Develop training materials, role-play exercises, and assessment tools to improve learning outcomes.
• Focus on telephone etiquette, voice modulation, clarity, and professionalism in customer interactions.

Performance Improvement:

• Monitor and evaluate agent calls to identify areas for collection enhancement.
• Provide personalized coaching and constructive feedback for continuous improvement.
• Collaborate with Quality and Operations teams to align training with performance benchmarks.
• Track training effectiveness through post-training assessments and real-time improvements.

Process & Compliance:

• Ensure agents adhere to call center protocols, customer service guidelines, and ethical communication standards.
• Train agents on handling sensitive customer information professionally and compliantly.

Collaboration & Innovation:

• Work closely with leadership to instill a customer-centric culture.
• Stay updated with industry best practices and integrate innovative training techniques.
• Create engaging content, including videos, case studies, and real-life call scenarios.

Requirements:

• Experience:

  3+ years as a Collection Domain Expert Trainer in a call center environment.

• Skills:

  Excellent communication, public speaking, coaching, and interpersonal skills.

• Knowledge:

  Strong understanding of call center operations, customer psychology, and service excellence.

• Tools:

  Proficiency in training platforms, LMS systems, digital tools, and call monitoring tools.

Contact: 9449900627

yamanurappa.kuri@telepeformancedibs.com