Performance Development Manager
GoodLeap
full-time
Posted on:
Location Type: Remote
Location: Remote • 🇺🇸 United States
Visit company websiteSalary
💰 $70,000 - $85,000 per year
Job Level
JuniorMid-Level
About the role
- Manage and oversee the post-training nesting program, including onboarding support, skill development, and transition-to-production readiness.
- Host and lead calibration sessions to ensure consistency in call quality, scoring, coaching expectations, and collections methodologies.
- Facilitate recurring training sessions on systems, processes, call strategy, compliance, and performance expectations.
- Provide direct coaching to bottom performers and work closely with management to close performance gaps across individuals and teams.
- Serve as a resource for agent questions, escalated training needs, and real time skill reinforcement.
- Analyze team and individual performance trends to identify training opportunities, create action plans, and recommend process improvements.
- Partner with leadership, QA, Training, and Operations to maintain alignment on quality standards, workflows, and developmental priorities.
Requirements
- Minimum 2-4 years of collections or call center experience
- Minimum of 1-3 years’ experience delivering coaching, training, or development in a call center environment
- Strong communication skills—verbal, written, one-on-one, group facilitation
- Ability to lead large meetings and drive alignment across teams and leaders
- Demonstrated ability to improve performance through structured coaching and training
- Ability to analyze performance data and translate it into actionable development plans
- Strong relationship-building and collaboration skills across departments
- Excellent problem-solving and critical-thinking abilities
- High level of patience, empathy, and coaching presence
- Proficiency with Microsoft Office Suite; Salesforce and dialer experience preferred
- Understanding of collections processes, compliance requirements, and call quality standards
- High School Diploma or GED required
- Bilingual (English/Spanish) preferred
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
coachingtrainingperformance analysiscall strategyprocess improvementcollectionscompliancedata analysisskill developmenttransition-to-production readiness
Soft skills
communicationrelationship-buildingcollaborationproblem-solvingcritical-thinkingpatienceempathygroup facilitationleadershipcoaching presence
Certifications
High School DiplomaGED