What are the responsibilities and job description for the Call Center/Reservation Trainer position at Transit Technologies?
MJM Innovations, a Transit Technologies company, is seeking an experienced and dynamic Trainer to join our fast-paced call center team. The Trainer will manage new hires and ongoing training programs, equipping employees with the skills and knowledge necessary to excel in call center operations. This role involves classroom instruction for new hires and incumbent staff, focusing on call center functions such as dispatch, reservations, and scheduling within a transit-specific software program like RideCo, Ecolane, or Trapeze PASS. Strong communication, documentation, and organizational skills are essential, along with the ability to engage adult learners through interactive and clear instructional methods.
Essential Functions & Responsibilities
Training Delivery:
- Conduct new hire and continuing training for Customer Service, Dispatch, and Scheduling staff.
- Deliver refresher and ongoing training on topics relevant to operational needs, keeping content timely and aligned with emerging trends.
Performance Evaluation & Improvement:
- Assess classroom and floor performance, providing constructive feedback to improve skill levels and meet performance metrics.
- Minimize turnover by ensuring all staff members are fully trained before transitioning to live operations.
Program Development & Documentation:
- Build and maintain customer service scripts, templates, and scenario examples.
- Regularly review training materials to address gaps and improve employee success rates.
- Maintain accurate training records and ensure compliance with all documentation requirements.
Collaboration & Feedback:
- Provide performance insights to management, including class progress, training needs, and attrition trends.
- Promote internal growth by identifying high-performing employees for advancement opportunities.
Systems Knowledge & Oversight:
- Stay updated on all software and systems used in the Customer Solutions Center.
- Evaluate and refine training interventions for effectiveness and satisfaction.
Other Duties:
- Perform additional responsibilities as assigned.
Talent Requirements:
- High School diploma or equivalent.
- Able to work in a fast-paced environment.
Location:
- Phoenix, AZ - this is a full time onsite role
Why you should join our team...
At Transit-Technologies, we hire team members who can take initiative and ownership of their role and are dedicated to finding new clients and enhancing the experience of existing ones. Our work is extremely fast paced and never the same from day to day, and our team members appreciate the autonomy to manage their daily workload and contribute to the success of our company. Our sales team members work with amazing software solutions that have a great impact on the transportation industry providing service to their communities every day. Our team members find that the experience they gain helps them grow in their technical expertise and overall sales presentation skills, contributing to their overall professional development.
Our Benefits:
- Medical, dental, & Vision insurance
- Company provided life insurance & additional supplemental options
- 401K plan
- Employee Assistance Program
- Paid time off - including paid vacation, a floating holiday, and an annual employee "Volunteer Day"
During employment, employees may receive and have access to confidential information. All employees are expected to respect and maintain the confidentiality of non-public customers and business records and any other information that Transit Technology classifies as confidential.
Transit-Technology is committed to as policy of Equal Employment Opportunity and will not discriminate against an applicant or employee based on race, color, religion, creed, national origin or ancestry, sex, physical or mental disability, veteran or military status, genetic information, or any other legally recognized protected basis under federal, state, or local laws, regulations, or ordinances. The information collected by this application is solely to determine suitability for employment, verify identity and maintain employment statistics on applicants.
Salary : $56,000 - $64,896