Trainer, Customer Service
Business Unit:
Cubic Transportation SystemsCompany Details:
When you join Cubic, you become part of a company that creates and delivers technology solutions in transportation to make people’s lives easier by simplifying their daily journeys, and defense capabilities to help promote mission success and safety for those who serve their nation. Led by our talented teams around the world, Cubic is committed to solving global issues through innovation and service to our customers and partners.We have a top-tier portfolio of businesses, including Cubic Transportation Systems (CTS) and Cubic Defense (CD). Explore more on Cubic.com.
Job Details:
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 areproperly trainedin content knowledge, technical systems, program requirements, soft skills, and software usage. Provides feedback on trainee performance andproficiency. 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 andparticipatein departmental needs-analysis activities todeterminecontact center staff skill levels and knowledge requirements for all customer service channels, such as calls, emails, and live chat.
Develop andmaintaincustomer service training curriculum and materials for operations transit programs contact centers.
Produce all required training materials, including handouts, manuals, e-learning modules, PowerPoint presentations, knowledgeassessmentsand usingrelated 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.
Determinemostappropriate instructionalmethod 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 trainingthat is conductedby support staff members (OTJ) to ensure consistency, thoroughness, and alignment withtrainingdepartment.
Monitorscustomer service staffto 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.Reportthese findings to departmental management.
May berequiredto 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 oneyearexperience 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.
Cubic Pay Range:
$78,000.00 - $92,000.00 + benefits.
The Cubic pay range for this job level is a general guideline only and not a guarantee of compensation or salary. Additional factors considered in extending an offer include (but are not limited to) responsibilities of the job, education, experience, knowledge, skills, and abilities, as well as internal equity, alignment with market data, applicable bargaining agreement (if any), or other law.
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Worker Type:
Employee
We are committed to creating an inclusive workplace and welcome applications from people of all backgrounds. We do not discriminate based on any protected characteristic under applicable law.