Call Center Trainer

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Call Center Trainer

Transdev is looking for a Call Center Trainer to join our team in New Carrollton, MD. We are seeking friendly, customer service-oriented individuals who are dedicated to safety and committed to providing the highest level of service.

Transdev Is Proud To Offer

• Competitive compensation package of minimum $50,440.00 - maximum $62,920.00
  
  

Benefits Include

• Vacation: minimum of two (2) weeks
• Sick days: 5 days
• Holidays: 12 days; 8 standard and 4 floating
• Other standard benefits: 401(k) retirement plan, medical, dental and vision, life insurance, short-term disability, voluntary long-term disability.
  
  

Benefits may vary depending on location policy. The above represents the standard Corporate Policy.

Responsibilities

• Provide engaging and interactive training sessions for new hires, as well as ongoing training and refresher courses for existing team members, both in-person and virtually.
• Collaborate with subject matter experts to design, develop, and update training materials, modules, and resources that align with our customer experience goals.
• Design a training curriculum that covers various aspects of customer service and service delivery, including call taking protocols and customer interaction techniques.
• Tailor training programs to specific roles to ensure that each team member receives relevant and job-specific training.
• Create and conduct training assessments to promote ongoing skill development.
• Identify areas for improvement and development among customer service representatives and design targeted training interventions.
• Utilize e-learning platforms and technology to enhance training delivery and facilitate effective learning experiences.
• Regularly review and update training materials, manuals, and documentation to ensure accuracy and relevance.
• Assist in onboarding new call center hires, ensuring a smooth transition into their roles, including effective call taking techniques.
• Incorporate innovative training techniques to enhance the effectiveness of training programs.
• Provide ongoing coaching and support to call center representatives to reinforce and sustain learning.
• Perform additional duties and responsibilities as needed and/or assigned.
• Assist the Reservations and Dispatch department with answering daily customer calls, ensuring high-quality service and timely responses.
  
  

Qualifications

• At least 2 years of training experience required, preferably in a call center or operations control center environment.
• At least 1 year of supervisory experience required.
• Professional presentation with strong interpersonal skills.
• Ability to adapt to changing priorities and work in a fast-paced environment.
• A positive, approachable, team-first attitude.
• Creative and adaptable; able to deliver training in different formats.
• Excellent communicator; able to effectively describe complicated workflows to different audiences.
• Passionate about training and development; driven to teach, coach, and improve others.
• Able to effectively work with team management and provide quality feedback to trainees in both verbal and written formats.
• Ability to recognize and solve gaps in knowledge for self and team.
• Self-motivated, detail-oriented individual with very strong organizational and time management skills.
• Ability to design learning content while prioritizing user experience.
• Ability to travel as needed.
• Knowledge of adult learning principles and training methodologies a plus.
• Knowledge of Trapeze preferred.
• Must possess valid authorization to work in the United States.
• High School Diploma or General Education Degree (GED); some college preferred.
• Proficient in MS Office Suite.
  
  

Physical Requirements

The essential functions of this position require the ability to:

• Sit for extended periods (up to 6-8 hours per day)
• Push and pull objects up to 20 pounds, occasionally throughout the workday; lift material weighing up to 50 lbs. with or without assistance; occasionally bend, kneel, or crouch to files or equipment stored at ground level
  
  

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Transdev complies with federal and state disability laws and makes reasonable accommodations for applicants and candidates with disabilities. If reasonable accommodation is needed to participate in the job application or interview process, please contact us.HR.TalentAcquisition@transdev.com

Drug-free Workplace

Transdev maintains a drug-free workplace. Applicants must:

• Be eligible to work in the United States without requiring sponsorship now or in the future (if based in the U.S.).
• Successfully pass a pre-employment drug screen.
  
  

About Transdev: Cities, counties, airports, companies, and universities across the U.S. contract with Transdev to operate their transportation systems, maintain their vehicle and fleets, and deliver on mobility solutions. Transdev U.S. employs a team of 32,000 across 400 locations while maintaining more than 17,000 vehicles.

Part of a global company, Transdev is a leader in mobility with operations in 19 countries, proudly operated by 110,000 team members from around the world. As an operator and global integrator of mobility, we are driven by our purpose. Transdev - the mobility company - empowers the freedom to move everyday thanks to safe, reliable, and innovative solutions that serve the common good. Find out more at www.TransdevNA.com or watch an overview video at https://youtu.be/ilO5cv0G4mQ

The above statements are intended to describe the general nature and level of work being performed by people assigned to this classification. They are not intended to be construed as an exhaustive list of all responsibilities, duties, and skills required of personnel so classified. The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions upon request.

Transdev is an Equal Employment Opportunity (EEO) employer and welcomes all qualified applicants. Applicants will receive fair and impartial consideration without regard to race, sex, color, national origin, age, disability, veteran status, genetic data, gender identity, sexual orientation, religion or other legally protected status.

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions upon request.

California applicants: Please Click Here for CA Employee Privacy Policy

Job Category: Administrative / Clerical / Payroll / HR / Accounting

Job Type: Full Time

Req ID: 5532

Pay Group: QQP

Cost Center: 454

The above statements are intended to describe the general nature and level of work being performed by people assigned to this classification. They are not intended to be construed as an exhaustive list of all responsibilities, duties, and skills required of personnel so classified.

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions upon request.

Transdev is an Equal Employment Opportunity (EEO) employer and welcomes all qualified applicants. Applicants will receive fair and impartial consideration without regard to race, sex, color, national origin, age, disability, veteran status, genetic data, gender identity, sexual orientation, religion or other legally protected status, or any other classification protected by federal, state, or local law.

Drug-free workplace

If based in the United States, applicants must be eligible to work in U.S. without restrictions for any employer at any time; be able to pass a drug screen and background check.

California applicants: Please Click Here for CA Employee Privacy Policy.

About Transdev

Cities, counties, airports, companies, and universities across the U.S. contract with Transdev to operate their transportation systems, maintain their vehicle and fleets, and deliver on mobility solutions. Transdev U.S. employs a team of 32,000 across 400 locations while maintaining more than 17,000 vehicles.

Part of a global company, Transdev is a leader in mobility with operations in 19 countries, proudly operated by 110,000 team members from around the world. As an operator and global integrator of mobility, we are driven by our purpose. Transdev - the mobility company - empowers the freedom to move every day thank to safe, reliable, and innovative solutions that serve the common good. Find out more at http://www.TransdevNA.com or watch an overview video.

If you have questions about this posting, please contact support@lensa.com