Call Center Training Manager

Counselor Performance & Training Manager – Contact Center

Location: Plantation, FL

Company: Consolidated Credit

Position Type: Full-Time

Level: Manager/Supervisor

Mission of the Role

Consolidated Credit is seeking a Counselor Performance & Training Manager to lead the development of training programs that strengthen the Credit Counseling team.

This role will implement training programs that help counselors deliver empathetic and compliant financial guidance, while improving client engagement and enrollment outcomes.

Collaborating closely with Contact Center Leadership, Compliance, and Quality Assurance, the Training Manager will help ensure that individuals seeking financial assistance receive trusted, compassionate, and effective counseling that leads to meaningful financial solutions.

Key Initiatives in the First 12 Months:

• Launch Training for Outbound Client Outreach: Create counselor call frameworks for reconnecting with individuals who have expressed interest in credit counseling services.
• Improve Counselor Ramp Time: Redesign the new counselor onboarding program to accelerate readiness and confidence on the phone.
• Strengthen Counselor Coaching: Implement structured call review and coaching frameworks for supervisors and team leaders.
• Enhance Compliance & Call Quality: Ensure training programs reinforce all regulatory requirements and responsible financial counseling practices.

Key Responsibilities:

• Lead structured onboarding programs for new Credit Counselors.
• Counselor Performance by providing ongoing coaching and skill development to counselors.
• Outbound Engagement Training on best practices for initiative-taking client outreach conversations.
• Develop call frameworks and messaging that support meaningful client engagement and improved program enrollment outcomes.
• Develop scenario-based training and real call analysis exercises to reinforce best practices.
• Collaborate with Compliance and QA teams to ensure all training aligns with federal, state, and organizational regulatory requirements.
• Reinforce responsible financial counseling practices and ethical client engagement.
• Provide floor coaching and feedback to counselors and supervisors by identifying skill gaps and implementing targeted training initiatives to strengthen counselor effectiveness.
• Identifying staffing needs, sourcing candidates, conducting interviews and extending job offers.

Success in this role will be measured by improvements in:

• Counselor onboarding ramp time
• Client enrollment rates following counseling sessions.
• Client engagement during counseling conversations
• Quality assurance and compliance scores
• Counselor productivity and performance consistency
• Early-tenure retention of new counselors

Core Competencies

• Exceptional classroom facilitation and public speaking skills
• Strong coaching and counselor development capabilities
• Ability to translate complex financial topics into practical training.
• High emotional intelligence and ability to motivate diverse teams.
• Data-driven mindset with the ability to analyze counselor performance metrics.
• Experience developing structured training frameworks and call playbooks.

Required Qualifications

Experience

• Bachelor’s Degree from an accredited institution required.
• 7 years of professional training experience in a call center or contact center environment.
• Demonstrated successful training teams responsible for client counseling, consultative conversations, or enrollment-based programs.
• Experience supporting high-volume contact center environments.

Industry Experience (Preferred) such as: Credit Counseling, Debt Management Programs, Financial Services, Consumer Lending, Banking or Financial Wellness Programs.

Ideal Candidate Profile

The ideal candidate is energized by the opportunity to develop counselors, improve client engagement, and build new training programs that strengthen financial counseling services.

They are comfortable leading a classroom, coaching, and analyzing call performance to continuously improve how counselors connect with and assist clients.

This individual thrives in mission-driven environments where compassionate service, regulatory compliance, and measurable performance outcomes must work together to support consumers in achieving financial stability.

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