Trainer - Eclaro
Phoenix, AZ
About the Job
Trainer
Job Number: 24-00879
Job Number: 24-00879
Use your skills where innovative technology solutions begin. Eclaro is looking for a Trainer for our client in Phoenix, AZ.
Eclaro’s client is a leading technology solutions provider, collaborating with customers to manage their needs and achieve success in their business goals. If you’re up to the challenge, then take a chance at this rewarding opportunity!
Position Overview:
- Seeking an experienced Trainer to work in our fast-paced call center who will manage new hire training and incumbent training program.
- This energetic Trainer will provide classroom instruction to new hire candidates and current employees in call center operational knowledge, to include, but not limited to dispatch, reservations, and scheduling functions in a transit specific software program (Trapeze PASS).
- Must have very strong communication skills, documentation, and organizational skills, able to engage adults in learning process both through dynamic communications and clear and concise written materials.
Responsibilities:
- Responsible for new hire and current employee continued training for Customer Service, Dispatch, and Scheduling positions.
- Minimize turnover accomplished through initial and ongoing training aimed at improving skill level thus ensuring that all staff members are fully trained prior to being released onto the floor.
- Conduct evaluations of classroom and floor performance of all students and provide feedback to students with the goal of improving performance and meeting metric and process requirements.
- Provide feedback to call center management team and other appropriate staff regarding training needs and overall class performance and expected attrition rate of class. Review attrition rate and determine how to improve training material to improve completion statistics.
- Provide monthly or annual ongoing/refresher training in topics relevant to the service and operational needs in a timely manner based on current trends within the employee base.
- Document all training activities and ensure accurate completion of all training-related employee records.
- Other duties as assigned.
- Maintains a working knowledge of all software and systems used by employees in the Customer Solutions Center.
- Provides oversight of customer service employees for the purposes of promoting within the organization and recognizing performance.
- Evaluates interventions for satisfaction effectiveness.
- Build customer service scripts, templates, and example scenarios.
- Ensures maintenance of all records related to areas of responsibility.
Qualifications:
- High School diploma or GED
- Two (2) to five (5) years of transportation, call center, or related experience.
- Two (2) to five (5) years of training experience, call center and/or transportation preferred.
- Ability to effectively prioritize tasks and manage time effectively.
- Ability to provide instruction to the employees in a manner that encourages communication and feedback.
- Must demonstrate eligibility to work in the United States.
- Must be able to read, write, and speak clearly in English.
- Must demonstrate mastery of all topics covered in pre-employment and ongoing Reservations and Scheduling training, including use of scheduling tools, adherence to scheduling` procedures and use of the paratransit and RideChoice management software system.
- Must be familiar with the geography of the Valley Metro Paratransit and RideChoice service area, including the cities, towns and County areas, the road network, major points of interest, the Valley Metro fixed-route service area, and how to use provided tools to locate specific addresses and to determine the address's local jurisdiction and whether/not it is within the ADA Paratransit or RideChoice service area.
- Must provide exceptional customer service to provider staff, other personnel and to customers and must not incur more than three (3) valid complaints within any rolling twelve-month period. Schedulers must meet all the requirements for Administrative (broker) Agents set forth herein and must demonstrate exceptional knowledge of the geographic area as well as in the use of the paratransit and RideChoice software system(s).
- Knowledge of service area.
- Strong computer skills to include Word, Excel, PowerPoint, and Trapeze
- Excellent customer service skills.
- Ability to read, write and speak English.
- Ability to communicate effectively and work with all departments.
- Ability to work independently and objectively.
- Experience with training and learning management systems.
- Experience delivering classroom training in a multi-location call center and virtual environments preferred.
- Strong understanding of the Call Center, Scheduling, and Dispatch Environment
- Maintaining a high energy level and be comfortable performing multi-faceted projects in conjunction with day-to-day activities
- Any acceptable equivalent combination of education and experience
- Positive attitude
- Attention to detail
- Work Environment: Work is normally performed in a typical call center environment, Very limited exposure to physical risk, Limited physical effort required.
If interested, you may contact:
Lea Enriquez
leafer.enriquez@eclaro.com
6466952941
Lea Enriquez | LinkedIn
Equal Opportunity Employer: Eclaro values diversity and does not discriminate based on Race, Color, Religion, Sex, Sexual Orientation, Gender Identity, National Origin, Age, Genetic Information, Disability, Protected Veteran Status, or any other legally protected group status.
Source : Eclaro