Call Center Training Lead

2 days ago

North Reading, MA, United States MV Transportation Full time

Overview:

MV Transportation is looking for a skilled and experienced Call Center Training Lead to oversee our training program for call center agents. In this role, you will be responsible for delivering impactful training programs aimed at enhancing agent performance and customer service excellence. You will collaborate closely with fellow managers, analyze performance data, and ensure all training initiatives align with our business goals and quality standards.

Key Responsibilities:

  • Maintain accurate training and personnel files.
  • Establish and track the application flow log.
  • Schedule and conduct applicant interviews.
  • Ensure all necessary paperwork and documentation are complete and submitted to the corporate office.
  • Deliver classroom instruction that meets or exceeds MV Transportation requirements.
  • Maintain comprehensive training records.

Qualifications:

  • High school diploma or equivalent.
  • Clean driving record.
  • Exceptional verbal and written communication skills.
  • Proficient in word processing and spreadsheet software.
  • Strong organizational skills.
  • Outstanding customer service abilities.
  • Ability to act as a back-up for the Safety Manager.
  • A minimum of one (1) to three (3) years of training experience.
  • Classroom Instructor experience preferred.

MV Transportation is committed to equal employment opportunities and does not discriminate against applicants or employees based on race, color, religion, creed, national origin, sex, physical or mental disability, veteran status, genetic information, or any other protected basis under applicable laws. The information collected is for assessing suitability for employment, verifying identity, and maintaining employment statistics.

Where applicable, candidates may be required to undergo a pre-employment drug test and background check following a conditional job offer.

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