WSP-Parsons Brinckerhoff Trainer (ID# 39549) in AURORA, Colorado

Trainer (ID# 39549) AURORA, CO

Category: Tolls and Fare Collection

Job Type: Full Time

Minimum Experience: 6 months

Required Education: High School Diploma

Job Description

Seeking one (1) Full-time (FT), Contact Center Trainer. Normal work schedule will be Monday - Friday, 8:00 a.m. - 4:30 p.m.

The trainer must be able to adjust their schedule accordingly if required to work evening and weekend hours in order to provide training to all staff.

Training days could be Monday - Sunday anytime from 7:00 a.m. to 7:00 p.m.

  • Starting hourly rate is $22.60 per hour

  • This position is not eligible for internal job sharing.

JOB SUMMARY:

The Trainer position will be responsible for all training across the multiple departments to include new hire training, system build training, and continuous refresher training for customer service center as well as back office / image processing center. They will be responsible for maintaining training manuals and all training materials. They will be responsible for all testing throughout training and refresher training. The Trainer will be responsible for coordinating all new procedure rollouts and documentation. They will also coordinate all quality assurance measures.

DUTIES AND RESPONSIBILITIES include the following. Supervisor may assign other duties.

  • New Hire Training : Train all new-hires on all procedures for the multiple departments encompassed at the E-470 project. This will include the TCS system, inbound call customer service, walkup customer service, inbound image queues, and all Image Processing functions.

  • Refresher Training: Provide on-going training on all new procedures along all departments. Provide individual training to staff on areas where improvement is needed. Work directly with Managers and Supervisors to indicate areas of needed improvement for all staff.

  • Training Material: Maintain detailed and up to date training manuals. Update SOP (Standard Operating Procedures) when necessary to reflect all process changes.

  • Knowledge Database: Update internal knowledge database to reflect most recent procedures.

  • Quality Assurance: Complete quality assurance audits on Contact Center. This includes internal monitoring, email correspondence, mail correspondence, and data entry accuracy.

  • Backup Customer Service / Image Processing: Assists with supervisory overflow

  • Training Program: Must continually reassess training procedures and evaluate effectiveness of training program.

ESSENTIAL JOB FUNCTIONS

  • Must use keyboard and mouse

  • Must know or quickly learn to read e-mail and respond as needed

  • Must use and navigate Windows interface on monitor

  • Must quickly learn user end of Automated Call Distribution phone system

QUALIFICATIONS:

  • Must have a minimum of 6 months working in the Contact Center/ALC and/or Image Processing or a combination of similar past training experience.

  • Requires excellent organizational skills, written and oral communication skills, attention to detail, and ability to interface effectively with our client, customers, and peers.

  • Demonstrate knowledge of systems used in other customer service enviroments.

  • Periodically traveling out of office to conduct training for employees.

  • Must have experience with Microsoft Office Suite with emphasis on Word, Excel and PowerPoint

  • Must have a valid Colorado Driver’s License

  • Periodically traveling out of the office to conduct training for employees.

PERFORMANCE CRITERIA

  • Current training materials

  • Performance of new hire classes

  • Performance of teams on new procedures

  • Test results from new hire training, refresher training, and system build training

  • Quarterly observance of live training class by department manager

  • Customer Service quality measured through internal quality control

  • Provide backup to any department when needed.

  • Due to the daily demands of this position, outstanding attendance is required.

This position is a full time-position (40 hours/week). The trainer must be able to adjust their schedule accordingly if required to work evening and weekend hours in order to provide training to all staff.

SUPERVISORY RESPONSIBILITIES

This position has no supervisory responsibilities.

PHYSICAL DEMANDS

Primarily sedentary physical work requiring ability to lift a maximum of 10 pounds; occasional lifting, carrying, walking and standing; frequent hand/eye coordination to operate computer keyboard and office equipment; vision for reading, recording and interpreting information; frequent speech communication, hearing and listening to maintain communication; daily use of computer keyboard, standard office equipment and telephone.

WSP USA offers a competitive and comprehensive benefits package, including medical insurance, to all regular part-time and full-time employees following successful completion of a probationary period.

Job Requirements

QUALIFICATIONS:

  • Must have a minimum of 6 months working in the Contact Center/ALC and/or Image Processing or a combination of similar past training experience.

  • Ability to adhere to strict attendance requirements

  • Ability to achieve and maintain departmental performance standards

  • Ability to lift a maximum of 10 pounds

WSP USA is an Equal Opportunity Employer - M/F/Veteran/Disability/Sexual Orientation/Gender Identity