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Cubic Corporation · 2 days ago

Customer Service Trainer

Amherst, NY

Full-time

Hybrid

Entry, Mid Level

$52K/yr - $113K/yr

2+ years exp

Cubic Corporation is a technology solutions provider in transportation and defense. The Customer Service Trainer is responsible for developing and delivering training materials for contact center staff, ensuring they are equipped with the necessary skills and knowledge for effective customer service. This role also involves evaluating trainee performance and collaborating with management to improve training programs.

National SecurityTraining

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

Qualification

Training developmentContact center experienceCurriculum designCRM systemsMS Office proficiencyCoaching abilityCommunication skillsInterpersonal skills

Required

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