Cubic
Customer Service Trainer
Amherst, New York · Staff+
Sponsorship not specified$52k-$113kDetected 27 days ago
CRMExcelCustomer SupportLeadershipCommunicationMentoringPublic SpeakingMicrosoft OfficeSharePoint
About the role
- 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:
Responsibilities
- Develop and maintain customer service training curriculum and materials for operations transit programs contact centers.
- 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.
- Develop and administer tests and live skills assessments to measure trainee progress and evaluate training effectiveness. Report these findings to departmental management.
Requirements
- Bachelor's degree or equivalent professional experience.
- Minimum of two years of experience in a contact center environment.
- Ability to apply a consultative approach towards coaching and delivering feedback.
- 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.
- Evaluates trainee performance and proficiency and provides feedback to support continuous improvement.
- May be required to support or perform internal and external audits.
Compensation
- $52,000.00 - $113,000.00 + benefits.
- The Cubic pay range for this job level is a general guideline only and not a guarantee of compensation or salary.
Benefits
- Produce all required training materials, including handouts, manuals, e-learning modules, PowerPoint presentations, knowledge assessments and using related equipment for all customer service channels.
Company info
- 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.
- 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.
This listing is sourced directly from Cubic's careers page and normalized into a canonical job model.