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Training Manager

Company: MV Transportation
Location: Hyattsville
Posted on: November 22, 2022

Job Description:

The Training Manager is responsible for designing and delivering professional skills and job knowledge training to the call center staff. The Training Manager will work with managers in Reservations, Dispatch, Scheduling, and other areas to ensure staff are proficient in their duties and can perform their jobs to help achieve the client's goals. -Daily communication and interaction with staff on all levels and other managers in the call center, as well as staff from other contractors The Call Center Training Manager shall work closely with the other call center managers to ensure staffs are well trained and shall continually assess any needed skills or deficiencies in the work performed by the call center staff and shall be responsive to the client. -Job Responsibilities:Develop and maintain facilitator and participant materials for core courses, compliance topics, and refresher training for control center operations and other areas designated by the GMLearn call center processes and systems by shadowing and interviewing Subject Matter Experts to quickly become capable of delivering professional training in required areas of processes and systemsDaily communication and interaction with all levels of management and staff (approximately 200 employees)Organizes and schedules training activities to align with business objectives and staffing needsDevelops and maintains positive working relationships with customer and management staff to maximize operational support, credibility, and responsiveness of MVProduces, monitors, and reviews training reports and materials to ensure high quality, professional delivery and relevant applicablilityCoordinates with control center management on performance and training needs of employees, conducting training needs analyses and evaluations of training effectiveness as appropriateCommunicates and coordinates training materials and processes with regional staff (e.g. Recruiting, HR, Labor Relations, Safety, etc.)Provides management and leadership support for service operations as directed by the GM or AGM

Talent Requirements:At least (3) years of professional training experience and/or equivalent years developing training for hourly personnel, strongly prefer call center experienceDemonstrated written and verbal communication skillsAbility to manage, plan, and coordinate multiple projects simultaneouslyAble to manage vendors and budgetsStrong oral communication skills, tact, and diplomacy in dealing with sensitive issues and in public/group settingsKnowledge of call center technology, call monitoring, databases, QA systems preferredHighly responsive, customer service orientationStrong sense of urgency; takes initiativeAttention to detail, takes pride in quality of work productDuring the course of employment, employees may receive and have access to confidential information. - All employees are expected to respect and maintain the confidentiality of non-public customer and business records and any other information that MV classifies as confidential. -MV Transportation is committed to as policy of Equal Employment Opportunity and will not discriminate against an applicant or employee on the basis of race, color, religion, creed, national origin or ancestry, sex, physical or mental disability, veteran or military status, genetic information or any other legally recognized protected basis under federal, state or local laws, regulations or ordinances. - The information collected by this application is solely to determine suitability for employment, verify identity and maintain employment statistics on applicants. - -Where permissible under applicable state and local law, applicants may be subject to a pre-employment drug test and background check after receiving a conditional offer of employment.

Keywords: MV Transportation, Silver Spring , Training Manager, Executive , Hyattsville, Maryland

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