We are seeking an experienced Call Center Soft Skills Trainer specializing in Accounts Receivable (AR) Collections Training to enhance the communication, negotiation, and customer service skills of our collection agents. The trainer will design and deliver training programs that improve agent performance, ensure compliance, and maximize recovery rates while maintaining a positive customer experience.

• Develop and deliver soft skills training programs focused on AR collections, including communication, negotiation, empathy, and customer handling techniques.
• Design and implement customized training modules for new hires and experienced agents to enhance collection effectiveness.
• Conduct role-playing exercises, mock calls, and real-world simulations to improve agent confidence and performance.

• Train agents on active listening, persuasive communication, and objection handling to improve payment recovery rates.
• Teach negotiation tactics that help agents secure payment commitments without damaging customer relationships.
• Develop call scripts and rebuttals for common debtor responses and excuses.

• Ensure agents follow Fair Debt Collection Practices Act (FDCPA), data privacy laws, and other applicable collection regulations.
• Conduct refresher courses on ethical debt collection and handling disputes professionally.
• Provide training on handling escalations while maintaining compliance.

• Evaluate call recordings and agent interactions to identify areas for improvement.
• Provide constructive feedback and coaching sessions to enhance individual and team performance.
• Work with operations managers to align training programs with KPIs such as call quality, debt recovery rates, and customer satisfaction.

• Implement stress management techniques and resilience training to help agents deal with challenging interactions.
• Develop gamification strategies to increase agent motivation and engagement in collection efforts.
• Create a learning culture through ongoing training sessions, refresher courses, and knowledge-sharing activities.

• Proven experience as a Soft Skills Trainer in a Call Center environment, preferably in Accounts Receivable, Debt Collections, or Customer Service.
• Strong background in negotiation techniques, dispute resolution, and debt collection strategies.
• In-depth knowledge of collections laws,ethical debt recovery practices.
• Excellent presentation, facilitation, and coaching skills with the ability to engage diverse audiences.
• Experience in analyzing call performance metrics and developing improvement plans.
• Strong problem-solving, interpersonal, and organizational skills.

• Certification in Training & Development, Coaching, or Call Center Management.
• Experience in BPO, Financial Services, or Debt Collection Agencies.
• Familiarity with CRM & Call Center Technologies used in collections.

• Full-Time , At office premises (Only)
• Location: Office No. 534, Amanora Chambers, Amanora Park Town, Hadapsar, Pune, Maharashtra 411028
• Shifts : Morning / Evening /Night ( Based on business requirements)