Training Manager in Baltimore, MD at MV Transportation

Date Posted: 1/28/2020

Job Snapshot

Job Description

The Training Manager is responsible for designing and delivering professional skills and job knowledge training to the call center staff. The Training Manager will report to the General Manager of this large site, and will work with managers in Reservations, Dispatch, Scheduling, and other areas to ensure staff are proficient in their duties and can perform their jobs to help achieve the client's goals.

Daily communication and interaction with staff on all levels and other managers in the call center, as well as staff from other contractors The Call Center Training Manager shall work closely with the other call center managers to ensure staffs are well trained and shall continually assess any needed skills or deficiencies in the work performed by the call center staff and shall be responsive to the client.

Job Responsibilities:

  • Develop and maintain facilitator and participant materials for core courses in Dispatch, Reservations, Onboarding and other areas designated by GM and customer
  • Learn call center processes and systems by shadowing and interviewing Subject Matter Experts to quickly become capable of delivering professional training in required areas of processes and systems
  • Daily communication and interaction with all levels of staff (approximately 100 employees).
  • Organize and scheduled training activities to align with business and staffing needs
  • Develops and maintains positive working relationships with customer and management staff to maximize operational support, credibility, and perceived responsiveness of MV
  • Produces, monitors and reviews training reports and materials to ensure high quality, professional appearance and currency
  • Coordinates with call center personnel on performance and training needs of individuals, conducting training needs analyses and evaluations of training effectiveness as appropriate
  • Communicates and coordinates training materials and processes with regional staff (e.g., Recruiting, HR, Labor Relations, Safety, etc.)

Talent Requirements:

  • Bachelor's Degree in Education, Business, HR, Psychology, or a related field from an accredited college or university
  • At least five (5) years of professional training experience developing training for hourly personnel, strongly prefer call center experience
  • Strong knowledge of training design or instructional design methods (ADDIE or similar)
  • Experience in a company known for solid training and development
  • Impressive written communication skills
  • Ability to manage, plan, and coordinate multiple projects simultaneously
  • Able to manage vendors and budgets
  • Strong oral communication skills, tact, and diplomacy in dealing with sensitive issues
  • Knowledge of call center technology, call monitoring, databases, QA systems preferred
  • Highly responsive, customer service orientation
  • Strong sense of urgency; takes initiative
  • Attention to detail, takes pride in quality of work product

MV Transportation is committed to as policy of Equal Employment Opportunity and will not discriminate against an applicant or employee on the basis of race, color, religion, creed, national origin or ancestry, sex, physical or mental disability, veteran or military status, genetic information or any other legally recognized protected basis under federal, state or local laws, regulations or ordinances. The information collected by this application is solely to determine suitability for employment, verify identity and maintain employment statistics on applicants.

Where permissible under applicable state and local law, applicants may be subject to a pre-employment drug test and background check after receiving a conditional offer of employment.