Training Manager – Tolling Operations

WSP in the US is initiating a search for a Training Manager – Tolling Operations

This position will be based out of our Metro Richmond, Virginia office. 

This Opportunity

The Training Manager is responsible for planning, developing, updating, and delivering all new hire, refresher, and specialized training programs for customer service and operations staff. This role ensures that all personnel are equipped with the necessary knowledge, skills, and tools to deliver high-quality customer service and operational excellence. The Training Manager oversees the creation and maintenance of training materials, evaluates training effectiveness, and responds to evolving training needs.

Your Impact

Key Responsibilities

• Design, implement, and continuously update comprehensive training programs for all levels of staff, including new hire, refresher, and specialized training.
• Develop and maintain a training plan that includes course outlines, schedules, instruction techniques, and testing strategies.
• Develop and maintain training materials, documentation, and instructional resources (e.g., manuals, presentations, videos, hands-on models).
• Design, maintain, and enhance Learning Management System (LMS) and Knowledge Management System (KMS) modules to support scalable training and knowledge delivery.
• Conduct training needs assessments and respond proactively to identified gaps or changes in operations, systems, policies, or business rules.
• Deliver training through a mix of classroom instruction, hands-on practice, and on-the-job learning.
• Ensure staff are trained in customer service, escalation handling, dispute resolution, payment processing, system applications, and other core operational skills.
• Evaluate employee training outcomes and implement remedial training for staff who do not meet documented performance standards.
• Track and report on training activities, effectiveness, and compliance with required standards.
• Schedule ongoing training sessions to minimize impact on daily operations.
• Support cross-training initiatives to enhance staff flexibility and operational coverage.
• Collaborate with internal teams and external partners to align quality goals and resolve issues. 
• Provide training to third-party staff, partners, and authorized personnel as needed.
• Ensure compliance with relevant industry standards, data protection regulations, and contractual obligations. 
   

Who You Are

Required Qualifications

• Bachelor's degree in training & development, communications, human resources, or related field (or equivalent experience). 
• Minimum three (3) years of experience training customer service agents in a high-volume contact center environment, preferably in tolling, transportation, or related industries
• Minimum of twelve (12) months in a supervisor and/or manager role
• Experience developing and delivering training programs for diverse audiences. 
• Ability to travel to operational sites as required.
• Excellent communication, leadership, interpersonal, and analytical skills. 
• Ability to travel to operational sites as required.
• Strong attention to detail and organizational skills
• Ability to work independently and under strict deadlines
• Ability to maintain confidentiality and discretion properly
• Strong customer relationship management skills 
• Ability to assess and support change management activities 
• Possess the skills and ability to learn and utilize new software products as introduced by the organization.
• Ability to define problems, collect data, establish facts, and draw valid conclusions. Ability to interpret an extensive variety of technical instructions in mathematical or diagram form and deal with several abstract and concrete variables.
• Skilled in computer systems and Microsoft 365 applications, including Excel, Word, PowerPoint, SharePoint, and Teams.
• Ability to respond to common inquiries or complaints from customers, regulatory agencies, or members of the business community. 
• Ability to safely and successfully perform the essential job functions consistent with the ADA, FMLA and other federal, state, and local standards, including meeting qualitative and/or quantitative productivity standards.
• Ability to adhere to attendance requirements
• Primarily sedentary physical work requiring ability to lift a maximum of 10 pounds
• Must be able to lift, carry, walk, and stand
• Vision for reading, recording, and interpreting information
• Frequent speech communication, hearing and listening to maintain communication
• Daily use of computer and keyboard, standard office equipment and telephone
• Ability to access, input, and retrieve information from the computer
• Frequent hand/eye coordination to operate computer keyboard and office equipment

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