What are the responsibilities and job description for the Trainer, Customer Service position at 2020 Cubic Transportation Systems, Inc.?
Business Unit: Cubic Transportation Systems Company 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 are properly trained in content knowledge, technical systems, program requirements, soft skills, and software usage. Provides feedback on trainee performance and proficiency. 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 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. 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 training that is conducted by support staff members (OTJ) to ensure consistency, thoroughness, and alignment with training department. Work 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: Four-year college degree or equivalent experience. Two years of professional contact center experience and a minimum of one year experience 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. #LI-NB1 Cubic Pay Range: $60,000.00 - $90,000.00 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. #LI-NB1 Worker Type: Employee Cubic creates and delivers technology solutions in transportation that make people’s lives easier by simplifying their daily journeys, and defense capabilities that 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 challenges 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). Cubic is dedicated to providing a comprehensive employee benefits program. All regular, full-time and part-time employees (working an average of 20 hours per week) are eligible for benefits that are effective on the first day of employment. Cubic offers medical, dental and vision insurance, company-paid disability (company continues full pay and benefits for up to six weeks), life insurance options, critical illness and accident coverages, Flexible Spending Accounts, a pre-paid legal plan, travel accident insurance, an award-winning well-being program which includes an employer-funded lifestyle spending account, up to six weeks of paid parental leave, and a 401k Retirement Plan with a company match. Employees can also take advantage of backup childcare, pet care, pet insurance, virtual tutoring, and a tuition reimbursement program. Many locations follow a 9/80 work schedule with time-off policies to help encourage employees to take time for rest and relaxation. Full-time salaried employees are eligible to participate in Cubic’s flexible time-off arrangement. Part-time and hourly employees accrue paid time-off (PTO)/Sick leave at a rate of 5.23 hours bi-weekly. Lastly, Cubic provides its employees 11 paid holidays throughout the calendar year. With a presence in over 60 countries and more than 5,000 employees worldwide, Cubic is committed to hiring and retaining a diverse workforce. We are proud to be an Equal Opportunity/Affirmative Action-Employer. We are committed to ensuring a workplace free of discrimination based on race, color, religion, age, disability, genetic information, sex, sexual orientation, gender identity, national origin, military or veteran status, and any other basis protected by applicable law. For more information on Equal Employment please visit: http://www.cubic.com/Careers/Applicant-Help To learn more, visit Cubic.com. Follow us on LinkedIn!
Salary : $60,000 - $90,000
