Call Center/Reservation Trainer

4 weeks ago

Phoenix, United States Transit Technologies Full time
Job DescriptionJob DescriptionWhat 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.



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.
  • Maintains a working knowledge of all software and systems used by employees in the
  • Customer Solutions Center.
  • Provides oversight of customer service employees for the purposes of promoting within
  • the organization and recognizing performance.
  • Evaluates interventions for satisfaction effectiveness.
  • Build customer service scripts, templates, and example scenarios.
  • Ensures maintenance of all records related to areas of responsibility.

Minimum Job Requirements:

  • High School diploma or equivalent.
  • Two (2) to five (5) years of transportation, call center, or related experience.
  • Two (2) to five (5) years of training experience, call center and/or transportation
  • preferred.
  • Ability to effectively prioritize tasks and manage time effectively.
  • Ability to provide instruction to the employees in a manner that encourages
  • communication and feedback.
  • Knowledge of service area.
  • Strong computer skills to include Word, Excel, PowerPoint, and Trapeze
  • Excellent customer service skills.
  • Ability to read, write and speak English.
  • Ability to communicate effectively and work with all departments.
  • Ability to work independently and objectively.
  • Experience with training and learning management systems.
  • Experience delivering classroom training in a multi-location call center and virtual
  • environments preferred.
  • Strong understanding of the Call Center, Scheduling, and Dispatch Environment
  • Maintaining a high energy level and be comfortable performing multi-faceted projects in
  • conjunction with day-to-day activities
  • Any acceptable equivalent combination of education and experience
  • Positive attitude
  • Attention to detail
  • Work Environment:
  • Work is normally performed in a typical call center environment.
  • Very limited exposure to physical risk
  • Limited physical effort required.

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