Trainer, Customer Service

Cubic Corporation; Concord (NH); On-site; USD 78,000 - 92,000; Full time

Benefits offered by this job

Medical, dental and vision insurance

401k with company match

Paid time off

Parental leave

Life insurance

Job summary

Cubic Transportation Systems is seeking a Training Specialist to develop, maintain, and deliver training materials for Cubic Contact Center staff. You will ensure content knowledge, technical systems, program requirements, and soft skills are taught effectively.

You will design curricula, create handouts, e-learning modules, and assessments; train leaders and staff; monitor performance, collect feedback, and implement refresher courses and coaching to improve service quality and efficiency

Qualifications

• Four-year college degree or equivalent experience.
• Two years of professional contact center experience and at least one year in training or leadership.
• Excellent written and verbal communication skills.

Responsibilities

• Develop and maintain training materials for Cubic Contact Center staff.
• Create and update e-learning modules, manuals, and assessments.
• Train staff and leadership in processes, software, and program rules.
• Monitor effectiveness and recommend improvements.

Skills

Clear communication

Training coordination

Curriculum development

Adult education experience

Education

Four-year degree or equivalent

Tools

CRM software

PowerPoint

e-learning platforms

Job description

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. Monitors customer service staff 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.

Cubic Pay Range

Cubic Pay Range: $78,000.00 - $92,000.00 + 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.

Worker Type

Worker Type: Employee

Equal Opportunity & Diversity

We are committed to creating an inclusive workplace and welcome applications from people of all backgrounds. We do not discriminate based on any protected characteristic under applicable law.

Benefits & Perks

• 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


• backup childcare


• pet care


• pet insurance


• virtual tutoring


• 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


• 11 paid holidays throughout the calendar year

Equal Opportunity / Employment

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!