Customer Service / Call Center Trainer

About the position

The Customer Service Trainer at Cubic Corporation is responsible for ensuring that all contact center and customer-facing staff are adequately trained in both content knowledge and customer service skills. This role involves developing training programs, monitoring performance, and providing feedback to enhance the effectiveness of customer service operations. The trainer will work closely with departmental management to create tailored training plans and will regularly assess the training needs of staff to ensure high-quality service delivery.

Responsibilities

• Train new and current customer service staff in departmental functions.
• Coordinate and participate in needs-analysis activities to determine customer service skill and knowledge requirements.
• Work with departmental management to create individual training plans for all customer service staff and report their progress.
• Recommend corrective actions for individual staff members and procedural improvements for all customer service staff.
• Monitor inbound/outbound telephone calls and other customer communications to ensure quality assurance standards are met.
• Incorporate monitoring results, customer complaints, and other feedback into refresher training.
• Use quality monitoring data to compile, track, and report performance at the team and individual level.
• Coordinate and evaluate training conducted by support staff members to ensure consistency and accuracy.
• Determine appropriate instructional methods to ensure understanding of materials by all types of adult learners.
• Assist in the development and application of performance tests to measure trainee progress and evaluate training effectiveness.
• Assist in the development and maintenance of training curriculum for assigned transit programs and other customer service operations centers.
• Assist with the acquisition or creation of training materials, including handouts, manuals, DVDs, and e-learning modules.
• Participate in quality assurance meetings and call calibration sessions with quality and leadership staff as required.
• Conduct and/or participate in the new employee certification process.

Requirements

• Bachelor's degree and 2+ years of professional level training experience.
• Minimum 2 years related successful sales or call center experience and 1 year experience in training, adult education, or leadership role.
• Highly motivated self-starter who can work with little or no supervision.
• Creativity and willingness to implement new approaches.
• Excellent organizational, planning, and time management skills.
• Efficient communication, interpersonal, and presentation skills.
• Ability to apply a consultative approach towards coaching and delivering feedback.
• Proficiency in MS Office including Word, Excel, SharePoint, and PowerPoint.
• 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.
• Knowledge of e-learning software such as Captivate or Articulate desired.
• Experienced with conducting virtual or distance training.
• Ability to travel.

Nice-to-haves

• Knowledge of e-learning software such as Captivate or Articulate desired.
• Experience with conducting virtual or distance training.

Benefits

• Health insurance
• 401k plan
• Paid holidays
• Professional development opportunities
• Flexible scheduling