Educational Performance Academy Supervisor

About the role

The Educational Performance Academy Supervisor oversees the delivery and success of training programs for new and existing staff. This role monitors daily production, schedules, attendance, payroll and performance, providing feedback to foster a positive learning environment.

Key responsibilities

• Supervise day‑to‑day activities of the Educational Performance Academy and ensure successful new‑hire training.
• Stay current on CCS collection best practices, client expectations and call‑center policies.
• Partner with management on new projects and training initiatives, maintaining clear communication.
• Lead scheduled training classes and participate in improvement projects such as memo updates and quality monitoring.
• Complete performance evaluations and employee reports accurately and timely.
• Coach, mentor and support instructors, addressing schedule, attendance and performance issues.
• Train employees on collection techniques, CCS policies, technical systems and client procedures.
• Coordinate training schedules for new hires and existing employees.
• Deliver testing modules, evaluate trainee progress and measure training effectiveness.
• Facilitate team meetings, communicate priorities and conduct monthly one‑on‑ones with instructors.

Required profile

• 1‑3 years of experience as a trainer in a collections or call‑center environment (preferred).
• Strong understanding of CCS collection processes and related policies.
• Ability to coach and mentor staff, providing constructive feedback.
• Excellent organizational skills to manage schedules, attendance and payroll.

Required skills

• Familiarity with CCS collection procedures and best practices.