Ryder System Call Center Trainer in Roswell, Georgia

Opportunity Details:

Position Description:

The Trainer of the RCRC will maximize call center representatives effectiveness by ensuring reps have thorough knowledge of RCRC processes, services, and problem resolution. In addition, s/he will ensure reps have the skills to provide a positive customer experience to new and existing customers.

Requirements:

  • Bachelor's degree or equivalent

  • Five (5) years or more of high volume, fast paced call center experience

  • Three (3) years or more of methods and procedures documentation and development

  • Five (5) years or more in training environment

  • Strong facilitation skills

  • Excellent verbal and written communication skills

  • Good listening and consultative skills

  • Strong analytical and decision making skills

  • Self-directed, self-managed with the ability to work independently without close supervision, and as a member of a team

  • Capable of multi-tasking, highly organized, with excellent time management skills

  • Ability to:

  • Captivate an audience and keep them engaged

  • Develop training and methodology programs that are unique to the MMC’s goals and values

  • Create and maintain professional relationships within all levels of the organization (peers, work groups, customers and supervisors)

  • Handle multiple projects and prioritize effectively

  • Problem solve

Responsibilities:

  • Plan, conduct, and implement a comprehensive training program for MMC staff; training components will be geared toward new hires, existing staff and agents who need one-on-one assistance

  • Prepare new representatives by conducting orientation, new hire training and ongoing skills training

  • Determine training needs by listening to live and recorded calls, reviewing cases and conferring with the MMC leadership team

  • Deliver individual results by maintaining policy and procedure resources, providing coaching, conducting training sessions, identifying process improvement opportunities, and developing the resources to facilitate those opportunities

  • Improve training effectiveness by developing new approaches and techniques, and making support readily available

  • Engage in MMC service-related tasks, including but not limited to process improvement, group and individual call observation, quality calibration and mentoring activities

  • Develop and maintain all training materials and keep both the training manual and the MMC CQR online database updated

  • Coordinate and conduct all MMC training classes, develop and modify training curriculum, and schedule instructors for each module and ensure training is being internalized by students.

  • Teach and train new hires as well as train team on any product or call center related activities and/or processes/procedures

  • Monitor calls and coach MMC agents

  • Provide written feedback to reps and supply managers/supervisors on areas of focus with reps on the team(s):

  • Identify areas for skill refreshers and other training needs as a result of call monitoring

  • Identify skill gaps and develop short training modules to address gaps

  • Assist in identifying best practices across the teams and create a forum to share these tools and ideas

  • Perform other duties as assigned

Ryder is proud to be an Equal Opportunity Employer and Drug Free workplace. All qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, sex, sexual orientation, gender identity, age, status as a protected veteran, among other things, or status as a qualified individual with disability.

Requisition ID 2017-41180

Job Locations US-GA-Roswell

Posted Date 6/9/2017

Category Maintenance Management

Employment Type Regular - Full Time (4)

Travel Requirements 0-10%

Position Code 8350