Training Lead - Cambridge, United States - Transdev

Description

The Training Lead will assist in the training of all operations staff, including reservationists, schedulers, and dispatchers. The Training Lead reports to the Training Manager, supervises new hires through training, and works cooperatively with operations staff designated to provide mentoring as part of the training program. This is a call center operation for The Ride Access Center(TRAC).??

• -Assists in developing TRACs Overall Training Plan (or Staff Development Program), including curricula for all job levels and job families
• -Training staff in the delivery of high-quality service, both via technical skill enhancement or soft skill enhancement
• -Assists in designing, developing, and implementing training programs, including material, activities, double-jacking time, and other industry-leading learning methods
• -Participating in regular meetings with the Training Manager and other departments to that assure TRAC is achieving the stated performance goals
• -Lead and conduct regular training for employees (Dispatch, Scheduling, Reservations, and others) as needed either in a specialist or generalist capacity

Education:

• High school diploma or equivalent, such as GED, required.

Education Preferred:

• -Bachelors degree in Learning & Development, Human Resources, Business, or related field preferred.
• -Long-term experience in paratransit industry and training paratransit staff.

Experience:

• -Minimum of three years experience training call and control center staff, including program and curriculum development and implementation.

Skills and Knowledge Required:

• -Superior critical thinking and decision-making skills.
• -Demonstrated self-starter behavior, and ability to work independently to identify and implement initiatives.
• -Training certifications, especially call-center-specific certifications are a plus.
• -Interpersonal, and diplomacy skills in dealing with employees at all levels of the organization.

Pre-Employment Requirements:

• Drug testing and background check

Physical Requirements:

• -Must be able to work shifts or flexible work schedules as needed.
• -100% of work is accomplished indoors and in air conditioned or well-ventilated facilities.
• -Work is accomplished in an office or in a cubicle space equipped with a telephone and computer.
• -The employee is generally subjected to long periods spent sitting, typing, or looking at a computer screen.

The above statements are intended to describe the general nature and level of work being performed by people assigned to this classification. They are not intended to be construed as an exhaustive list of all responsibilities, duties, and skills required of personnel so classified. The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions upon request. Transdev is an Equal Employment Opportunity (EEO) employer and welcomes all qualified applicants.? Applicants will receive fair and impartial consideration without regard to race, sex, color, religion, national origin, age, disability, veteran status, genetic data, or religion or other legally protected status.? The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions upon request.