Training Manager / Call Center Trainer

RAS LaVrar, LLC provides elite legal representation to major financial institutions in the context of collections. Our offices, home to hundreds of employees across nine states, including our Plantation, FL headquarters, work diligently to ensure our interests are in constant alignment with those of our clients.

Visit our website at www.raslavrar.com for more insight into our organization and services.

The Training Manager role will provide our new hire with the unique opportunity to learn about various aspects of a prestigious legal group by learning all processes to become our firm-wide trainer.

The ideal candidate will pay meticulous attention to detail, producing accurate and high-quality work product. We are seeking a highly engaged candidate to lead our training processes across the firm and to provide initial and ongoing training for the Call Center through a variety of delivery methods.

RESPONSIBILITIES :

• Lead the new hire compliance training process for the firm’s new hires during the onboarding process
• Monitor the compliance training program for all employees throughout the year and ensure required trainings are completed by their due date
• Develop and present training materials through classroom learning to support call center functions including, but not limited to : system, process, policies, product / service, and customer interaction skills
• Provide firm wide training for all employees in all departments as needed and become a subject matter expert in all processes of the firm for all states
• Conduct technical training needs assessments by collecting information pertaining to work procedures, workflow, and reports;

understanding job-specific functions and tasks

• Assesses training needs of employees / agents; design and build training aids to assist with delivery of training; Plan and implement competency based assessments to measure participant performance
• Act as a liaison for all training-related issues and questions
• Ensure training methodologies include blended, eLearning, in person, and virtual solutions as required and develop strategies to engage employees in a hybrid work environment
• Follow-up on the QA monitoring process to provide additional training and coaching for agents as needed on an ongoing basis
• Perform other duties and / or special projects as assigned
• Measure the results of training programs and develop an ROI / VOI dashboard to illustrate the effectiveness of the training provided relative to the investment cost
• Collaborate with the Management team to determine learning needs to meet the objectives of the firm

The ideal candidate will have the following QUALIFICATIONS :

• Prior experience in developing and implementing training and development plans in a variety of methodologies
• Have proven ability to facilitate a wide variety of training programs that enhance the effectiveness of the workplace
• Minimum of 4 years in developing, facilitating and delivering learning programs
• Prior leadership experience in a training capacity and prior legal experience is a plus
• Excellent communication skills
• High energy, self-motivated, flexible, creative, and adaptable to working in a rapidly changing environment
• Proficiency in Microsoft Office, specifically Excel

EDUCATION :

• Bachelor’s Degree preferred but combination of education and work experience will be considered in lieu of degree
• Experience with learning creation software such as Articulate 360, Storyline, Camtasia, and Canva
• Trainer Certification preferred

Job Type and Compensation :

• Competitive Pay commensurate to your experience
• Paid time off
• Paid holidays
• 401K Plan
• Medical, dental, vision and supplemental health insurance plans

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