Training & Development Operations Lead

The Credit Pros is looking for a FULL-TIME Training and Development Operations Team Lead who can wear multiple hats and manage a diverse and dynamic workforce.

Roles and Responsibilities:

Training & Dev Tasks:

• Provide feedback to the leadership team, teaUpgrade to see actual infombers and training and development on areas of improvement and focus areas
• Develop training KPIs for leadership to measure, monitor and achieve the goals and strategies implemented
• Oversee the updates of AI Chat
• Monitor the cadence for coaching agents and make changes as needed
• Oversee the creation of quizzes for every course/chapter in Kahoot or LMS
• Create/Monitor courses for Rebuttals (Sales and CS)

Overall Tasks:

• Coach, mentor, and support teaUpgrade to see actual infombers to strengthen skills and embed performance
• Lead/support projects to evolve the quality framework and be calibration lead across all partners and LOBs
• Monitor accuracy of audits and reports and EOD reports on Upgrade to see actual info
• Oversee the organization and updates of Departmental SOPs
• Responsible for holding the entire team and one's self-accountable to the internal Disciplinary Policy
• Responsible for managing the Training & Development leaders
• Responsible for timely performance reviews and check-ins of team
• Responsible for timely audits of payroll hours of the team
• Undertake duties of a general nature or additional tasks, that may be required from time to time by the business
• Exemplify the desired culture and be an impactful change champion, managing change while sustaining team morale and productivity and adherence to company values

Qualifications and Skills:

• Excellent English communications skills in writing and speaking; proofreading experience is a PLUS!
• 5+ years Lead or Management total experience in process improvement and either Quality Assurance & Operations or Training and Development & Operations is MANDATORY!
• 1+ year experience WFH
• Experience in creating, measuring, analyzing, and delivering quality and customer care metrics
• Demonstrated experience in leadership, delegation, team building, and the ability to motivate employees
• Experience in managing projects across teams and managing stakeholders and able to define priorities to create the right focus
• Must be able to EFFECTIVELY plan, identify improvement opportunities, prioritize tasks and easily translate them into decisions or actions – work well under pressure – and multi-task
• Must be willing to work in Full-time and in EST/EDT hours

Technical Requirements:

• Dedicated workspace at home and equipment with the following specifications:
• USB-Type headset and functional webcam
• Windows 10 or Windows 11 Home/Education/Professional/Enterprise
• PC Processor: Intel i3 8th generation or Intel i5 / i7 / i9 (2.0GHz & up) *Must be 6th generation & up /or/ AMD Ryzen 3 / Ryzen 5 / Ryzen 7 / Ryzen 9 (2.0GHz & up) *Must be 2nd generation and above
• PC Memory: 8GB & up • Hard Drive: 500GB & up
• Hard Wire/Ethernet Connection (Wireless internet connection is prohibited)
• Screen: Laptop - 15.6'' & up / Desktop - 20'' & up (The use of two screen is recommended but not required)
• Minimum Internet speed required: 15 Mbps upload/15 Mbps download (If internet speed is more than 15mbps - DL and UP speed must be at least symmetrical)

Benefits:
• Full-Time Work from Home
• Flexible Paid Time Off
• Birthday Time Off
• Company Holidays
• Sat Sun Off – (Mon- Fri Workweek)
• Professional and Management Training

Additional Information:
• Salary: TBD
• Looking to hire ASAP!
• Cloud-based monitoring is required

For interested applicants, please send your resume to Upgrade to see actual info with the subject line TD Operations Team Lead Application_(Your Full Name)_OJPH.

About Us:

The Credit Pros is a national credit repair company with a BBB accredited A rating. We are passionate about helping clients remove negative inaccurate, outdated, and erroneous items from their credit. The Credit Pros educates clients on how the credit system works and what proactive measures are needed to improve their credit. The Credit Pros is an Inc. 5000 growing company, we are driven to build an awesome company that improves the lives of our clients and our employees. We have been honored by Inc. Magazine as one of the 50 best places to work; and are also a Smart CEO Magazine Corporate Culture Award Upgrade to see actual infote: We have a maximum of 3-5 business days Turn-Around-Time for each recruitment phase. You can follow-up the status of your application if you didn't get any update from us 3-5 business days upon receipt of the email. Also, our emails tend to go to SPAM Folders as well so please check them regularly.