Customer Service Trainer

Job Summary: The Customer Service Trainer develops, maintains, and delivers all training and reference materials for all Cubic Contact Center staff. This role ensures all contact center and customer-facing staff are fully trained in content knowledge, technical systems, program requirements, soft skills, and software applications . Evaluates trainee performance and proficiency and provides feedback to support continuous improvement. Additionally, this position trains contact center leadership team on departmental supervisory functions, quality procedures, and program compliance. This position typically works under general supervision, while exercising 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.

• Collaborate 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.

• Coordinate with Quality Monitors 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:

• Bachelor's degree or equivalent professional experience. Minimum of two years of experience in a contact center environment.

• At least one year of experience in training, adult education, or serving in a leadership role.

• Ability to apply a consultative approach towards coaching and delivering feedback.

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

• Strong communication and interpersonal skills, with the ability to work effectively across teams.

• Proficiency in MS Office including Word, Excel, SharePoint, and PowerPoint.

• Occasional travel may be required based on business needs.

Cubic Pay Range:

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.