Customer Service Call Center Training Specialist

Basic Function

Provides training and development to all customer service employees, new hire training, refresher training, and ongoing development classes for employees. Monitors and tracks staff performance to assess training effectiveness and call quality metrics. Performs duties in a safe, efficient manner and in compliance with applicable rules and safety procedures.

Responsibilities and Specific Duties

• Develops and conducts training courses for new employees and existing customer service employees.
• Creates training materials and curriculum learning modules for the software and products utilized in the call center. (Trapeze, Textline, Calabrio, Cisco Finesse, IVOMS, Mobile Stats, CRM and more) 
• Develops testing and evaluation procedures evaluating the trainees’ understanding of the material presented.
• Develops and conducts needs assessments and evaluations to identify training gaps and skill gaps that need to be addressed in new hire training.
• Analyzes and evaluates the effectiveness of training content and material, makes recommendations and, appropriate modifications where needed.
• Provides individual support and coaching for new employees offering guidance and support to learn and understand how to effectively utilize the software, apps, and programs needed to perform their job. 
• Tracks and manages attendance, performance, and payroll for new hires.
• Prepares reports for each training class.
• Monitors and evaluates calls for new employees throughout the classroom training and on-the-job training process providing feedback on calls for quality assurance using the established call quality guidelines and procedures. 
• Works with management to develop departmental training materials based on organizational and individual needs. 
• Works with the Quality Analyst conducting calibration sessions and evaluating calls for quality checks.
• Assists with evaluating calls of the call center representatives when training is not in session.
• Maintains records of all training classes. 
• Acts as a subject matter expert in multiple areas for the call center for transit knowledge and system functionality.
• Provides input to assess training effectiveness and defines future needs.
• Provides excellent customer service to METRO internal and external customers.
• Applies SMS (Safety Management System) methods and principles in daily routine and supports all aspects of the agency’s Public Transportation Agency Safety Plan (PTASP).
• Promotes safety awareness and follows safety procedures to reduce or eliminate accidents.
• Performs other job-related duties as assigned.

Education Requirement

High school or GED required. Bachelor’s degree in business administration, or related field preferred.

Years & Experience Required

Minimum five (5) years’ experience to include training, curriculum development, call center experience and/or customer service experience.

Knowledge & Skills Required

Strong knowledge of call center operations and processes. General knowledge of commonly used training concepts, practices, and techniques. Excellent organizational and time management skills, oral, written, and interpersonal communication skills, and strong presentation skills. Proficient computer skills and related software; Microsoft Office, Excel, Word, and Power Point. 

Additional Information

The Metropolitan Transit Authority of Harris County, Texas has a zero tolerance drug and alcohol policy for all employees. All internal and external applicants will be required to undergo drug testing before employment and will be subject to further drug and/or alcohol testing throughout their employment.

Further, employees who perform safety-sensitive functions will submit to drug and/or alcohol testing in accordance to the Department of Transportation (DOT) and the Federal Transit Administration (FTA) regulatory requirements.

We provide equal opportunity to all qualified individuals regardless of race, color, religion, age, sex, national origin, veteran status, genetic information or disability.

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