Description
The Call Center Training Manager will lead the training of all operations staff, including Dispatchers and Schedulers. The Training Manager reports to the General Manager, supervises new hires through training, and works cooperatively with operations staff designated to provide mentoring as part of the training program.
- Training staff in the delivery of high-quality customer service, both via technical skill enhancement or soft skill enhancement
- Assists in designing, developing, and implementing training programs, including material, activities, and other industry-leading learning methods
- Participating in regular meetings with management and other departments to that assure that the operation is achieving the stated performance goals
- Lead and conduct regular training for employees as needed either in a specialist or generalist capacity
Education :
High school diploma or equivalent, such as GED, required.
Education Preferred :
- High school / diploma GED required.
- Long-term experience in paratransit industry and training paratransit staff.
Experience :
Minimum of three years’ experience training call and control center staff, including program and curriculum development and implementation.
Skills and Knowledge Required :
- Superior critical thinking and decision-making skills.
- Demonstrated self-starter behavior, and ability to work independently to identify and implement initiatives.
- Training certifications, especially call-center-specific certifications are a plus.
- Interpersonal, and diplomacy skills in dealing with employees at all levels of the organization.
- Basic computer and database / software skills.
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