The Training Manager will oversee the training of all operations staff, including reservationists, schedulers, dispatchers, and dispatch assistants. The Training Manager reports to the General Manager, supervises training staff (Training Delivery Lead), and works cooperatively with operations staff designated to provide mentoring as part of the training program.
This is a call center operation for The Ride Access Center(TRAC).
Developing TRAC’s Overall Training Plan (or Staff Development Program), including curricula for all job levels and job families
Developing, maintaining, and reporting out training progress in a training matrix at a cadence specified by the MBTA
Collecting and analyzing training and retention data to identify additional training needs and revise the Training Plan as appropriate, for each job level and job family
Training staff in the delivery of high quality service, both via technical skill enhancement or soft skill enhancement
Designing, developing, and implementing training programs, including material, activities, double-jacking time, and other industry-leading learning methods
Researching the latest tools and materials for training call and control center employees and incorporate as appropriate
Participating in regular meetings with the General Manager and other departments to the assure TRAC is achieving the stated performance goals
Lead and conduct regular training for employees (Dispatch, Scheduling, Reservations, and others) as needed either in a specialist or generalist capacity
- High school diploma or equivalent, such as GED, required.
Bachelor’s degree in Learning & Development, Human Resources, Business or related field preferred.
Long-term experience in paratransit industry and training paratransit staff.
- Minimum of three years’ experience training call and control center staff, including program and curriculum development and implementation.
Skills and Knowledge Required:
Superior critical thinking and decision-making skills.
Demonstrated self-starter behavior, and ability to work independently to identify and implement initiatives.
Training certifications, especially call-center-specific certifications are a plus.
Interpersonal, and diplomacy skills in dealing with employees at all levels of the organization.
- Drug testing and background check
Must be able to work shifts or flexible work schedules as needed.
100% of work is accomplished indoors and in air conditioned or well ventilated facilities.
Work is accomplished in an office or in a cubicle space equipped with a telephone and computer.
The employee is generally subjected to long periods spent sitting, typing, or looking at a computer screen.
The above statements are intended to describe the general nature and level of work being performed by people assigned to this classification. They are not intended to be construed as an exhaustive list of all responsibilities, duties, and skills required of personnel so classified. The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions upon request.
Transdev is an Equal Employment Opportunity (EEO) employer and welcomes all qualified applicants. Applicants will receive fair and impartial consideration without regard to race, sex, color, religion, national origin, age, disability, veteran status, genetic data, or religion or other legally protected status.
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions upon request.
Requisition ID 2018-8752
Position Category Management & Above
Internal Code #TNA
Internal Reference 405
Internal Code 3 Ind1