Customer Relations Training Manager

6 days ago


Bronx, New York, United States Metropolitan Transportation Authority Full time
Job Summary

This position is accountable for researching, developing, delivering, and monitoring customer relations training programs for the Department of Buses' hourly and supervisory employees. The purpose of these programs is to improve the public's image and perception of NYC Transit in general and DOB personnel in particular.

Key Responsibilities
  • Develop and deliver customer relations training programs to improve public perception of NYC Transit and DOB personnel.
  • Conduct focus groups and individual sessions to identify, evaluate, and resolve problematic areas.
  • Provide individualized training and coaching to employees as needed.
  • Work directly with DOB's executive management on team building, negotiation skills, employee development, and succession planning.
  • Research, develop, and deliver operations and safety-related programs, such as Fatigue and Stress Awareness training.
Requirements
  • Baccalaureate degree in Business Administration, Education, Public Administration, Psychology, or a satisfactory equivalent.
  • Eight years of related experience, at least three years of which have been at a managerial/supervisory capacity.
  • Knowledge of adult learning theory and training needs analysis.
  • Strong communication and analytical skills.
  • Knowledge of DOB operations and customer service principles.
Desired Skills
  • Ability to manage the implementation and evaluation of training programs.
  • Knowledge of DOB operations and customer service principles.


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