Description
Call Center Trainer Transdev is looking for a Call Center Trainer to join our team in New Carrollton, MD. We are seeking friendly, customer service-oriented individuals who are dedicated to safety and committed to providing the highest level of service. Transdev is proud to offer :
- Competitive compensation package of minimum $50,440.00 – maximum $62,920.00
Benefits include :
Vacation : minimum of two (2) weeksSick days : 5 daysHolidays : 12 days; 8 standard and 4 floatingOther standard benefits : 401(k) retirement plan, medical, dental and vision, life insurance, short-term disability, voluntary long-term disability.Benefits may vary depending on location policy. The above represents the standard Corporate Policy. Responsibilities
Provide engaging and interactive training sessions for new hires, as well as ongoing training and refresher courses for existing team members, both in-person and virtually.Collaborate with subject matter experts to design, develop, and update training materials, modules, and resources that align with our customer experience goals.Design a training curriculum that covers various aspects of customer service and service delivery, including call taking protocols and customer interaction techniques.Tailor training programs to specific roles to ensure that each team member receives relevant and job-specific training.Create and conduct training assessments to promote ongoing skill development.Identify areas for improvement and development among customer service representatives and design targeted training interventions.Utilize e-learning platforms and technology to enhance training delivery and facilitate effective learning experiences.Regularly review and update training materials, manuals, and documentation to ensure accuracy and relevance.Assist in onboarding new call center hires, ensuring a smooth transition into their roles, including effective call taking techniques.Incorporate innovative training techniques to enhance the effectiveness of training programs.Provide ongoing coaching and support to call center representatives to reinforce and sustain learning.Perform additional duties and responsibilities as needed and / or assigned.Assist the Reservations and Dispatch department with answering daily customer calls, ensuring high-quality service and timely responses.Qualifications
At least 2 years of training experience required, preferably in a call center or operations control center environment.At least 1 year of supervisory experience required.Professional presentation with strong interpersonal skills.Ability to adapt to changing priorities and work in a fast-paced environment.A positive, approachable, team-first attitude.Creative and adaptable; able to deliver training in different formats.Excellent communicator; able to effectively describe complicated workflows to different audiences.Passionate about training and development; driven to teach, coach, and improve others.Able to effectively work with team management and provide quality feedback to trainees in both verbal and written formats.Ability to recognize and solve gaps in knowledge for self and team.Self-motivated, detail-oriented individual with very strong organizational and time management skills.Ability to design learning content while prioritizing user experience.Ability to travel as needed.Knowledge of adult learning principles and training methodologies a plus.Knowledge of Trapeze preferred.Must possess valid authorization to work in the United States.High School Diploma or General Education Degree (GED); some college preferred.Proficient in MS Office Suite.Physical Requirements : The essential functions of this position require the ability to :
Sit for extended periods (up to 6–8 hours per day)Push and pull objects up to 20 pounds, occasionally throughout the workday; lift material weighing up to 50 lbs. with or without assistance; occasionally bend, kneel, or crouch to files or equipment stored at ground levelReasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Transdev complies with federal and state disability laws and makes reasonable accommodations for applicants and candidates with disabilities. If reasonable accommodation is needed to participate in the job application or interview process, please contact
