Call Center Trainer

Transdev is seeking a friendly, customer service-oriented Call Center Trainer dedicated to safety and committed to providing the highest level of service in Chicago, IL.

About Transdev

Cities, counties, airports, companies, and universities across the U.S. contract with Transdev to operate their transportation systems, maintain their vehicle fleets, and deliver mobility solutions. Transdev U.S. employs a team of 32,000 across 400 locations while maintaining more than 17,000 vehicles. As part of a global company, Transdev is a leader in mobility with operations in 19 countries, operating with 110,000 team members worldwide.

Pay

Competitive compensation package of $22.28/hour – $27.23/hour.

Benefits

• Vacation: minimum of two (2) weeks
• Sick days: 5 days
• Holidays: 12 days (8 standard and 4 floating)
• 401(k) retirement plan
• Medical, dental, and vision insurance
• Life insurance
• Short-term disability
• Voluntary long-term disability

Benefits may vary depending on location policy.

Responsibilities

• Provide engaging and interactive training sessions for new hires, as well as ongoing training and refresher courses for existing team members, both in-person and virtually.
• Collaborate with subject matter experts to design, develop, and update training materials, modules, and resources that align with customer experience goals.
• Design a training curriculum covering various aspects of customer service and service delivery, including call-taking protocols and customer interaction techniques.
• Tailor training programs to specific roles to ensure relevant and job-specific training for each team member.
• Create and conduct training assessments to promote ongoing skill development.
• Identify areas for improvement and development among customer service representatives and design targeted training interventions.
• Utilize e-learning platforms and technology to enhance training delivery and facilitate effective learning experiences.
• Regularly review and update training materials, manuals, and documentation to ensure accuracy and relevance.
• Assist in onboarding new call center hires, ensuring a smooth transition into their roles, including effective call-taking techniques.
• Incorporate innovative training techniques to enhance the effectiveness of training programs.
• Provide ongoing coaching and support to call center representatives to reinforce and sustain learning.
• Perform additional duties and responsibilities as needed and/or assigned.
• Assist the Reservations and Dispatch department with answering daily customer calls, ensuring high-quality service and timely responses.

Requirements

• At least 2 years of training experience, preferably in a call center or operations control center environment.
• At least 1 year of supervisory experience.
• Professional presentation with strong interpersonal skills.
• Ability to adapt to changing priorities and work in a fast-paced environment.
• A positive, approachable, team-first attitude.
• Creative and adaptable; able to deliver training in different formats.
• Excellent communicator; able to effectively describe complicated workflows to different audiences.
• Passionate about training and development; driven to teach, coach, and improve others.
• Able to effectively work with team management and provide quality feedback to trainees in both verbal and written formats.
• Ability to recognize and solve gaps in knowledge for self and team.
• Self-motivated, detail-oriented individual with strong organizational and time management skills.
• Ability to design learning content while prioritizing user experience.
• Ability to travel as needed.
• Knowledge of adult learning principles and training methodologies (a plus).
• Knowledge of Trapeze (preferred).
• Must possess valid authorization to work in the United States.
• High School Diploma or General Education Degree (GED); some college preferred.
• Proficient in MS Office Suite.

Physical Requirements

• Sit for extended periods (up to 6–8 hours per day).
• Push and pull objects up to 20 pounds, occasionally throughout the workday.
• Lift material weighing up to 50 lbs. with or without assistance.
• Occasionally bend, kneel, or crouch to access files or equipment stored at ground level.

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.