What are the responsibilities and job description for the Lead Trainer position at Transdev, Inc.?
Overview
We are currently seeking a highly motivated and enthusiastic Paratransit Call Center Trainer to join our team. The Trainer will work closely with the Training Manager and play a key role in administering training programs for our Reservations Agents and Dispatchers. This position may also require the Trainer to develop training content to meet the needs of our organization. The ideal candidate will possess excellent communication skills, have a very positive attitude, and be committed to providing exceptional customer service and support to our call center staff.
Responsibilities
Collaborate with the Training Manager to assess training needs and develop comprehensive training programs for Reservations Agents and Dispatchers.
Administer training sessions for new hires, as well as ongoing training for current staff, in accordance with company policies and procedures.
Develop and maintain training materials, including manuals, guides, presentations, and other resources to support effective learning and development.
Continuously evaluate the effectiveness of training programs, making adjustments as needed to ensure that objectives are met and desired outcomes are achieved.
Create and maintain a positive and engaging learning environment, fostering a culture of continuous improvement and professional development.
Offer coaching and support to individual team members, identifying areas for improvement and providing constructive feedback to enhance performance.
Stay up-to-date with industry best practices, trends, and technologies related to paratransit call center operations and training methodologies.
Perform additional tasks and responsibilities as assigned by the Training Manager or other management staff.
Qualifications
Bachelor's degree in Education, Training, or a related field, or equivalent combination of education and experience.
A minimum of 2-3 years of experience in a call center training role, preferably within the paratransit or transportation industry.
Strong knowledge of adult learning principles, instructional design, and various training methodologies.
Exceptional interpersonal and communication skills, with the ability to effectively engage with diverse groups of learners.
A very positive attitude and a strong commitment to providing excellent customer service.
Proficiency in Microsoft Office Suite, including Word, PowerPoint, and Excel, and experience with Learning Management Systems (LMS).
Excellent organizational and time management skills, with the ability to prioritize tasks and meet deadlines.
Ability to work both independently and as part of a team in a fast-paced, dynamic environment.
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