What you will be doing:
MJM is seeking an experienced
Trainer
to work in our fast-paced call center who will manage
new hire training and incumbent training program. This energetic Trainer will provide classroom
instruction to new hire candidates and current employees in call center operational knowledge,
to include, but not limited to dispatch, reservations and scheduling functions in a transit specific
software program (Trapeze PASS). Must have very strong communication skills, documentation,
and organizational skills, able to engage adults in learning process both through dynamic
communications and clear and concise written materials.
Essential Functions/Duties and Responsibilities:
Responsible for new hire and current employee continued training for Customer Service,
Dispatch, and Scheduling positions.
Minimize turnover accomplished through initial and ongoing training aimed at
improving skill level thus ensuring that all staff members are fully trained prior to being
released onto the floor.
Conduct evaluations of classroom and floor performance of all students and provide
feedback to students with the goal of improving performance and meeting metric and
process requirements.
Provide feedback to call center management team and other appropriate staff regarding
training needs and overall class performance and expected attrition rate of class. Review
attrition rate and determine how to improve training material to improve completion
statistics.
Provide monthly or annual ongoing/refresher training in topics relevant to the service
and operational needs in a timely manner based on current trends within the employee
base.
Document all training activities and ensure accurate completion of all training-related
employee records.
Other duties as assigned.