Lead/Trainer(Transportation)

Feuji Inc is IT solutions company with operations in multiple geographies and specialization across domains. We believe in delivering solutions that will have a measurable positive impact on our clients business and bottom line. Feuji was born out of the desire to create a great company that would pave the way for greater good. We take pride in making Feuji a great place to work at Title: Lead/Trainer(Transportation) Location: Phoenix, AZ Type: Full Time – Direct Hire What will you be doing: Client is seeking an experienced Trainer to work in our fast-paced call center who will manage new hire training and incumbent training program. This energetic Trainer will provide classroom instruction to new hire candidates and current employees in call center operational knowledge, to include, but not limited to dispatch, reservations, and scheduling functions in a transit specific software program (Trapeze PASS). Must have very strong communication skills, documentation, and organizational skills, able to engage adults in learning process both through dynamic communications and clear and concise written materials. Essential Functions/Duties and Responsibilities: for new hire and current employee continued training for Customer Service, Dispatch, and Scheduling positions. turnover accomplished through initial and ongoing training aimed at improving skill level thus ensuring that all staff members are fully trained prior to being released onto the floor. evaluations of classroom and floor performance of all students and provide feedback to students with the goal of improving performance and meeting metric and process requirements. feedback to call center management team and other appropriate staff regarding training needs and overall class performance and expected attrition rate of class. Review attrition rate and determine how to improve training material to improve completion statistics. monthly or annual ongoing/refresher training in topics relevant to the service and operational needs in a timely manner based on current trends within the employee base. all training activities and ensure accurate completion of all training-related employee records. duties as assigned. a working knowledge of all software and systems used by employees in the Customer Solutions Center. oversight of customer service employees for the purposes of promoting within the organization and recognizing performance. interventions for satisfaction effectiveness. customer service scripts, templates, and example scenarios. maintenance of all records related to areas of responsibility. Minimum Job Requirements: School diploma or GED (2) to five (5) years of transportation, call center, or related experience. (2) to five (5) years of training experience, call center and/or transportation preferred. to effectively prioritize tasks and manage time effectively. to provide instruction to the employees in a manner that encourages communication and feedback. demonstrate eligibility to work in the United States. be able to read, write, and speak clearly in English. demonstrate mastery of all topics covered in pre-employment and ongoing Reservations and Scheduling training, including use of scheduling tools, adherence to scheduling` procedures and use of the paratransit and RideChoice management software system. be familiar with the geography of the Valley Metro Paratransit and RideChoice service area, including the cities, towns and County areas, the road network, major points of interest, the Valley Metro fixed-route service area, and how to use provided tools to locate specific addresses and to determine the address’s local jurisdiction and whether/not it is within the ADA Paratransit or RideChoice service area. provide exceptional customer service to provider staff, other personnel and to customers and must not incur more than three (3) valid complaints within any rolling twelve-month period. Schedulers must meet all the requirements for Administrative (broker) Agents set forth herein and must demonstrate exceptional knowledge of the geographic area as well as in the use of the paratransit and RideChoice software system(s). of service area. computer skills to include Word, Excel, PowerPoint, and Trapeze customer service skills. to read, write and speak English. to communicate effectively and work with all departments. to work independently and objectively. with training and learning management systems. delivering classroom training in a multi-location call center and virtual environments preferred. understanding of the Call Center, Scheduling, and Dispatch Environment a high energy level and be comfortable performing multi-faceted projects in conjunction with day-to-day activities acceptable equivalent combination of education and experience attitude to detail. Work Environment: is normally performed in a typical call center environment. limited exposure to physical risk physical effort required. Thanks & Regards, Mahi Lead Technical Recruiter | Feuji, Inc 105 Decker court, Suite # 850, Irving, Tx, 75062 E: Mahi.v@feuji.com USA | Costa Rica | India