Job Summary: Develops, maintains, and delivers all training and reference materials for all Cubic Contact Center staff. Ensures all contact center and customer-facing staff are properly trained in content knowledge, technical systems, program requirements, soft skills, and software usage. Provides feedback on trainee performance and proficiency. Trains contact center leadership team in departmental supervisory functions, quality procedures, and program rules. This position typically works under general supervision and direction. Incumbents of this position will regularly exercise discretionary and substantial decision-making authority. 
  

Essential Job Duties and Responsibilities: 

• Coordinate and participate in departmental needs-analysis activities to determine contact center staff skill levels and knowledge requirements for all customer service channels, such as calls, emails, and live chat. 

• Develop and maintain customer service training curriculum and materials for operations transit programs contact centers. 

• Produce all required training materials, including handouts, manuals, e-learning modules, PowerPoint presentations, knowledge assessments and using related equipment for all customer service channels. 

• Train new and current contact center staff in departmental functions, fare program rules, contact center software, and Customer Relationship Management (CRM) systems. 

• Determine most appropriate instructional method to ensure materials are understood by all types of adult learners such as individual education, group instruction, eLearning, demonstrations, conferences, onsite or remote workshops. 

• Work with management to create training plans for contact center staff, report on their progress, and recommend corrective action and procedural improvements when needed. 

• Develop, coordinate, and evaluate training that is conducted by support staff members (OTJ) to ensure consistency, thoroughness, and alignment with training department. 

• Monitors customer service staff to incorporate monitoring trends, customer complaints, and other feedback into refresher and soft skills training. 

• Develop and administer tests and live skills assessments to measure trainee progress and evaluate training effectiveness. Report these findings to departmental management. 

• May be required to support or perform internal and external audits. 

• Other duties as assigned. 

Minimum Job Requirements: 

• Four-year college degree or equivalent experience. 

• Two years of professional contact center experience and a minimum of one year experience in training, adult education, or in a leadership role. 

• Knowledge of principles and methods for curriculum and training design, teaching and instruction for individuals and groups, and measurement of training effectiveness. 

• Ability to communicate clearly both orally and in writing. 

• Highly motivated self-starter who can work with little or no supervision.