18 Customer Service Training Manager (On-Site) Jobs in Austin, TX
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Customer Service Training Manager (On-Site)
$73k-97k (estimate)
Full Time
3 Months Ago
ViaPlus by VINCI Highways is Hiring a Customer Service Training Manager (On-Site) Near Austin, TX
ABOUT VIAPLUS:ViaPlus is a global mobility company in the Intelligent Transportation Systems (ITS) market, specializing in revenue and services management solutions for the transportation industry. Our customer operations, data analytics, and full-featured, single-account back-office technology facilitate the high-volume transactions required for seamless multimodal mobility. As a VINCI Highways subsidiary, we are committed to technical innovation and to promoting a positive mobility experience for all.We are pioneers in the transportation transaction and mobility industry, with a decade of proven global experience in providing solutions focused on the tolling and transit industries. ViaPlus is headquartered near Dallas, Texas, and maintains offices across the United States, France, India, and Ireland. We are part of the global network of VINCI Concessions, an international player in transport infrastructure with projects in 23 countries. Our vision has evolved to provide a fully automated, end-to-end transportation solution that significantly improves revenue collection and efficiency while effectively lowering costs for our agency clients.We serve enterprises that require high-volume, real-time transaction processing with the highest levels of accuracy, especially where revenue reconciliation and customer account management are key deliverables to the customer experience. Our flagship back-office system (BOS) enables Mobility-as-a-Service (MaaS) with a “one account” feature that supports multimodal transportation solutions. In a rapidly changing environment, ViaPlus maintains a strong focus on technology and continuous R&D to improve agency efficiencies, reduce operating expenses, and maximize revenue – all while providing exceptional customer service.Learn more: http://www.viaplus.comABOUT VINCI HIGHWAYSVINCI Highways, a VINCI Concessions subsidiary, is a leader in road concessions, operations and mobility services. We design, finance, build and operate highways, bridges, tunnels, urban roads and mobility services on a network of more than 3,360 km in 15 countries. VINCI Highways leverages its expertise to deliver the highest performance and safety standards and provide drivers with a positive experience.More information:https://www.vinci-concessions.com/en/vinci-highwayshttps://www.linkedin.com/company/vinci-highways/@VINCIConcessJOB PROFILE: Customer Service Training Manager JOB LOCATION: Austin, TX (On-Site)JOB RESPONSIBILITIES:The Customer Service Training Manager, in the role of a facilitator, is responsible for administering training to new customer service agents within the service center. This involves identifying and assessing training needs, creating customized training plans, and implementing diverse training methods to enhance employees' skills and performance. The Training Manager will monitor the training program's effectiveness, stay updated on training trends, and fulfill any additional duties. Importantly, the order of duties listed does not indicate their respective importance or the percentage of time dedicated to each duty.
- Deliver training sessions to enhance the skills of employees in the Customer Service, Processing, and Collections departments.
- Collaborate with customer service management to identify training needs, develop plans, and create programs for teams and individuals.
- Coordinate, schedule, and track all training courses, including those for new hires, new features/procedures, refreshers, and coaching.
- Work with management to administer effective training programs, modules, and materials, ensuring staff efficiency and empowerment.
- Manage and maintain comprehensive training programs covering customer service, collections, and processing teams.
- Periodically assess the effectiveness of training programs to ensure sustained success.
- Identify specific training needs within the customer service operations team, promoting high-quality service and consistency throughout the team.
- Assist department supervisors in administering knowledge assessments and monitoring to reinforce staff core competencies.
- Monitor service calls for employee demeanor, technical accuracy, and adherence to company policies.
- Conduct quality assurance reviews of calls to maintain service standards and compliance.
- Excellent verbal, written, and presentation skills.
- Working knowledge of MS Office (Word, Excel, Outlook, and PowerPoint).
- Ability to multi-task and meet deadlines.
- Maintain a professional appearance and demeanor.
- Ability to work independently on assigned tasks, as well as to accept direction on given assignments.
- Must be able to interact and communicate with individuals at all levels of the organization.
- Abilityto deal with ambiguity when managing and working through workforce solutions.
- Ability to work varied shifts.
- High school diploma or equivalent.
- Minimum of two (2) years of training in a high-volume customer service or production learning environment.
- Proven track record in training and development, with a focus on call center operations, preferred.
- Previous managerial or supervisory experience.
- Familiarity with call center technologies, CRM systems, and relevant software.
- Possession of relevant certifications in training and development or call center management, preferred.
Job Summary
JOB TYPE
Full Time
SALARY
$73k-97k (estimate)
POST DATE
01/14/2024
EXPIRATION DATE
05/15/2024
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The job skills required for Customer Service Training Manager (On-Site) include Customer Service, Presentation, Call Center, Scheduling, Quality Assurance, Verbal Communication, etc. Having related job skills and expertise will give you an advantage when applying to be a Customer Service Training Manager (On-Site). That makes you unique and can impact how much salary you can get paid. Below are job openings related to skills required by Customer Service Training Manager (On-Site). Select any job title you are interested in and start to search job requirements.
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