Senior Trainer MAP

Description

JOB OVERVIEW

The Senior Trainer MAP is responsible for overseeing the official Training Program as well as all other training initiatives, product specific or otherwise.

The role includes responsibility for the development, delivery, and support of all ongoing, front-line customer service training and quality needs.

Working with department management, this position will identify training and quality opportunities that focus on the performance, knowledge, and all aspects associated with customer expectations, department objectives, and employee development.

Specific functions of this role include researching, designing, developing, managing, and executing on quality and training programs for new hires and tenured associates.

These programs will focus on product content and execution, applicable pilot programs, customer service skills, and technology from a transactional, process, client, and industry perspective.

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the employee for this job.

Duties, responsibilities, and activities may change at any time with or without notice.

KEY RESPONSIBILITIES - ESSENTIAL FUNCTIONS

• Establish, administer and maintain structured new hire training programs for new employees
• Establish, administer and maintain specific training programs for associate certification for all products and services supported inDriver Services, ensuring that associates are able to achieve the established quality standards within 60 days of training certification.
• Proactively identify and coordinate development of training programs, materials, and schedules for supplementary training, including customer service, negotiating, decision making, and technology.
• Perform post-training effectiveness evaluation and provide supplementary training to close performance gaps in partnership with Quality Coaches.
• Responsible for administrative training tasks including employee enrollment, scheduling, training room set up, communication and training assessments.
• Collaborate with Workforce Management to ensure alignment of training programs with staffing and scheduling needs.
• Ensure that existing training materials accurately reflect current procedures and technology, and format of content and facilitation is consistent with established Wheels HR training methodology.
• Track associate progress on product and service certification, and process related compensation adjustments for approval as appropriate.
• Design tools to measure the knowledge level, customer service skill level, and application utilization, monitor results, and report findings.
• Lead development of quality & training programs for new products & services.
• Work with department management and quality coaches to identify and implement initiatives that improve customer satisfaction, performance and quality.
• Assess and analyze current training and provide recommendations for improvement to management as appropriate.
• Work with quality coaches to evaluate quality events and identify appropriate upstream changes to processes and training programs.
• Implement, measure, monitor, and report results to management on all training projects.
• Support the quality coaches with training bay as needed.
• Collaborate with department management to ensure staffing agencies are setting correct expectations for all new hire classes
• Other Duties : Act as a liaison to other business partners, internal departments and vendors for Driver ServicesSupport special projects for process or system improvements in the centerParticipate in client discussions and presentations as requestedOther duties as assigned

LEADERSHIP RESPONSIBILITIES

No direct management responsibilities, but will provide day-to-day guidance and feedback

COMPETENCIES - SKILLS

• Experienced in developing and managing all aspects of training projects including the development / design of tools used to measure the success of training programs
• CreativeExceptional computer skills (proficient in Windows, Outlook, PowerPoint and Excel)Excellent organizational skills
• ResponsiveAbility to manage multiple projectsExcellent verbal (presentation) and written communication skills necessary

EDUCATION AND EXPERIENCE

• Bachelor's degree in instructional design, performance improvement or education preferred, or 3 years training experience
• Two (2) to five (5) years customer service or fleet industry knowledge / experience
• Experience with learning management systems
• Knowledge of Call center Operations desirable
• Knowledge of Salesforce Case Management is beneficial, but not required

JOB SPECIFICATIONS, PHYSICAL DEMANDS AND WORK ENVIRONMENT

Positions Type / Standard Schedule : This is a full-time position, Monday through Friday.

Travel : No Travel required for this position

Physical Demands : Speak, hear, and see, and to use hand and fingers for computer keyboard and phone. Sit or stand for extended periods of time.

Reach above head to pull paper attachments.

DISCLAIMER

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the employee for this job.

Duties, responsibilities, and activities may change at any time with or without notice.