Under the direction of the Quality Assurance (QA) Manager, the Training Lead is primarily responsible for assisting Customer Service Representatives in their daily duties and resolving questions/issues that arise. This includes training and monitoring the daily activities and projects of the Customer Service staff to achieve the directives and performance standards of the department. The Training Lead will work in concert with the QA Manager, addressing questions and concerns pertaining to accou... more details
TransCore (TRN), a subsidiary of ST Engineering, is seeking a full-time Training Lead to join our Quality Assurance team in White Marsh, Maryland.
Job Summary: Under the direction of the Quality Assurance (QA) Manager, the Training Lead is primarily responsible for assisting Customer Service Representatives in their daily duties and resolving questions/issues that arise. This includes training and monitoring the daily activities and projects of the Customer Service staff to achieve the directives and performance standards of the department. The Training Lead will work in concert with the QA Manager, addressing questions and concerns pertaining to account-related inquiries during the training period, executing duties and responsibilities personally, or through other staff members.
Essential Duties and Responsibilities include but are not limited to the following:
- Tracks and records performance measures and reports these measures to management daily. Continually assesses Customer Service levels and monitors customer interactions.
- Ensures that all Customer Service Representatives are courteous, professional, and attuned to customer needs.
- Ensures that appropriate steps are being taken by the Customer Service staff when an event needs to be escalated for closure.
- Monitors performance and enforces policies and procedures to ensure that all personnel meet or exceed expected service and performance levels.
- Assists in the creation of performance reviews for TransCore employees and provides periodic feedback to staffing agencies as needed.
- Assists with managing personnel in the following areas: attendance, monitoring, coaching and time scheduling.
- Contacts customers to update account information.
- Manages customers that request a supervisor.
- Performs daily duties of Training Lead as assigned.
- Researches and resolves account issues.
- Performs account maintenance including account changes, closings, adjustments, and statements.
- Assists in problem correspondence as required.
- Prepares required reports as directed by their QA Manager.
- Answers questions from less experienced Representatives.
- Facilitates additional training with Customer Service Representatives as required.
- Ability to work 8:00am - 5:30pm Monday thru Friday, and Saturdays as required.
Education: High school diploma or general education degree (GED)
Experience: Typically requires a minimum of 2 - 4 years of related experience.
Skill: Has substantial understanding of the job and applies knowledge and skills to complete a wide range of tasks.
Job Complexity: Works on assignments that are moderately difficult, requiring judgment in resolving issues or in making recommendations.
Supervision: Determines methods and procedures on new assignments. Coordinates the activities of other personnel.
Language Skills: Ability to read and comprehend simple instructions, short correspondence, and memos. Ability to write simple correspondence. Ability to effectively present information in one-on-one and small group situations to customers, clients, and other employees of the organization.
Mathematical Skills: Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals. Ability to compute rate, ratio, and percent and to draw and interpret bar graphs.
Reasoning Ability: Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form. Ability to deal with problems involving several concrete variables in standardized situations.
Physical Demands: 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.
While performing the duties of this job, the employee is regularly required to use hands to finger, handle, or feel and talk or hear. The employee is frequently required to walk and sit. The employee is occasionally required to stand and reach with hands and arms. The employee must occasionally lift and/or move up to 25 pounds.
Work Environment: The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
The noise level in the work environment is usually moderate.
