Customer Service / Call Center Trainer

Job Summary:

The Customer Service Trainer ensures all contact center and customer-facing staff are properly trained in both content knowledge and customer service skills and able to provide feedback on their performance. Trains departmental supervision in training and monitoring functions. This position typically works under general supervision and direction. Incumbents of this position will regularly exercise discretionary and substantial decision-making authority.

Essential Job Duties and Responsibilities:

• Train new and current customer service staff in departmental functions
• Coordinate and participate in needs-analysis activities to determine customer service skill and knowledge requirements
• Work with departmental management to create individual training plans for all customer service staff and report their progress.
• Recommend corrective actions for individual staff members and procedural improvements for all customer service staff
• Monitors inbound/outbound telephone calls and other customer communications within Cubic call center(s) to ensure customer service meets quality assurance standards based on quality assurance score sheet.
• Incorporate monitoring results, customer complaints and other feedback into refresher training
• Uses quality monitoring data to compile, track and report performance at the team and individual level.
• Coordinate and evaluate training conducted by support staff members to ensure consistency, accuracy and thoroughness
• Determine appropriate and varied instructional methods to ensure understanding of materials by all types of adult learners
• Assist in the development and application of performance tests to measure trainee progress and to evaluate training effectiveness
• Assist in the development and maintenance of training curriculum for assigned transit programs; and other customer service operations centers
• Assist with the acquisition or creation of training materials, including handouts, manuals, DVDs, e-learning modules
• Participates and/or facilitates in quality assurance meetings and call calibration sessions with quality and leadership staff as required to ensure consistency of call evaluations.
• Conducts and/or participates in new employee certification process.
• Performs other duties as assigned.

Minimum Job Requirements:

• Bachelor's degree and 2+ years ofprofessional level training experience
• Minimum 2 years related successful sales or call center experience and 1 year experience in training, adult education, or leadership role
• Highly motivated self-starter who can work with little or no supervision
• Creativity and willingness to implement new approaches
• Excellent organizational, planning, and time management skills
• Efficient communication, interpersonal, and presentation skills
• Ability to apply a consultative approach towards coaching and delivering feedback.
• Proficiency in MS Office including Word, Excel, SharePoint, and PowerPoint
• Knowledge of principles and methods for curriculum and training design, teaching and instruction for individuals and groups, and measurement of training effectiveness
• Ability to communicate clearly both orally and in writing
• Knowledge of e-learning software such as Captivate or Articulate desired
• Experienced with conducting virtual or distance training
• Ability to travel

The description provided above is not intended to be an exhaustive list of all job duties, responsibilities and requirements. Duties, responsibilities and requirements may change over time and according to business need.

Cubic Pay Range:

$60,000 - $80,000 + benefits.

The Cubic pay range for this job level is a general guideline only and not a guarantee of compensation or salary. Additional factors considered in extending an offer include (but are not limited to) responsibilities of the job, education, experience, knowledge, skills, and abilities, as well as internal equity, alignment with market data, applicable bargaining agreement (if any), or other law.