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Call Center Training Manager

Transdev is looking for a Call Center Training Manager to join our team in New Carrollton, MD. We are seeking friendly, customer service-oriented individuals who are dedicated to safety and committed to providing the highest level of service.

Transdev is proud to offer:

+ Competitive compensation package of minimum $ 72,000.00 – maximum $ 89,000.00

Benefits include:

+ Vacation: minimum of two (2) weeks

+ Sick days: 5 days

+ Holidays: 12 days; 8 standard and 4 floating

+ Other standard benefits: 401(k) retirement plan, medical, dental and vision, life insurance, short-term disability, voluntary long-term disability.

Benefits may vary depending on location policy. The above represents the standard Corporate Policy.

Responsibilities

+ Training Program Oversight

+ Design and maintain training programs for all job roles, including curricula, materials, and assessment tools and ensure presentation demonstrates excellent customer service, both in training materials and delivery.

+ Coordinate with HR and IT regarding ongoing recruitment to ensure that the training calendar is current and that resources for conducting training are organized, to include a training space, updated materials, and necessary equipment.

+ Supervise the Call Center Trainer in delivering training sessions and maintaining training progress records in a training matrix.

+ Coordinate training needs identified by Trainer or Call Center Managers.

+ Evaluate training effectiveness and recommend improvements to address skill gaps, enhance service delivery, and provide excellent customer service.

+ Develop necessary training programs using a variety of methods, including instructional materials, hands-on activities, and double jacking.

+ Develop evaluation tools to assess the effectiveness of training programs and participant progress.

+ Safety Program Development

+ Develop and implement safety training programs to promote a culture of safety awareness and compliance with regulations.

+ Conduct safety audits and inspections to identify risks and implement corrective actions.

+ Collaborate with managers to ensure a safe working environment for all OCC staff.

+ Quality Assurance and Performance Monitoring

+ Oversee Quality Assurance Analysts in monitoring and evaluating the performance of OCC staff.

+ Analyze audit results and customer feedback to identify trends, performance gaps, and areas for improvement.

+ Collaborate with department leaders to implement service quality improvement initiatives.

+ Leadership and Supervision

+ Directly supervise the Call Center Trainer and Quality Assurance Analysts, providing guidance, feedback, and support to ensure effective program delivery.

+ Conduct regular one-on-one meetings with team members to align goals, address challenges, and ensure continuous improvement.

+ Foster a collaborative and positive work environment that encourages professional growth and accountability.

+ Collaboration and Continuous Improvement

+ Work with department managers to identify performance gaps and develop solutions.

+ Stay updated on industry best practices and incorporate innovative tools and methods into training, safety, and quality assurance programs.

+ Participate in regular management meetings to align department initiatives with organizational objectives.

+ Reporting and Data Management

+ Track and analyze training, safety, and quality assurance data to generate reports for management.

+ Provide actionable insights and recommendations based on data analysis to drive operational improvements.

+ Ensure all records are maintained in compliance with organizational and regulatory standards.

+ Other Duties

+ Represent the Training and Safety Department in meetings with WMATA and other stakeholders.

+ Perform additional responsibilities as assigned to support the success of the OCC.

Qualifications

Education, Licensing, and Certifications

+ High school diploma or equivalent, such as GED, required; bachelor’s degree preferred.

+ Certifications in training, safety, or quality management are a plus.

Experience, Skills, and Knowledge Required

+ Minimum of three years of experience in a training or quality assurance role with increasing responsibility.

+ Proven experience in supervising or managing training and quality assurance teams.

+ Thorough knowledge of ADA regulations, WMATA standards, and paratransit operations.

+ Hands-on experience with scheduling and dispatch software (e.g., Trapeze, ADEPT) is preferred.

+ Excellent critical thinking, decision-making, and problem-solving skills.

+ Strong interpersonal and communication skills, with the ability to engage effectively at all organizational levels.

+ Proficiency in Microsoft Office Suite and other data management tools.

Physical Requirements:

The essential functions of this position require the ability to:

+ Work is accomplished indoors in air conditioned or well-ventilated facilities

+ Sit, type, and look at a computer for extended periods (up to 6–9 hours per day)

+ Must be able to communicate effectively in person, by phone, and in written correspondence

+ Work is accomplished in an office or in a cubicle space equipped with a telephone and computer

+ Push and pull objects up to 50 pounds, occasionally throughout the workday; lift material weighing up to 50 lbs. with or without assistance; occasionally bend, kneel, or crouch to files or equipment stored at ground level

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Transdev complies with federal and state disability laws and makes reasonable accommodations for applicants and candidates with disabilities. If reasonable accommodation is needed to participate in the job application or interview process, please contact [email protected]

Drug-free workplace:

Transdev maintains a drug-free workplace. Applicants must:

+ Be eligible to work in the United States without requiring sponsorship now or in the future (if based in the U.S.).

+ Successfully pass a pre-employment drug screen.

About Transdev: Cities, counties, airports, companies, and universities across the U.S. contract with Transdev to operate their transportation systems, maintain their vehicle and fleets, and deliver on mobility solutions. Transdev U.S. employs a team of 32,000 across 400 locations while maintaining more than 17,000 vehicles.

Part of a global company, Transdev is a leader in mobility with operations in 19 countries, proudly operated by 110,000 team members from around the world. As an operator and global integrator of mobility, we are driven by our purpose. Transdev – the mobility company – empowers the freedom to move everyday thanks to safe, reliable, and innovative solutions that serve the common good. Find out more at www.TransdevNA.com or watch an overview video at https://youtu.be/ilO5cv0G4mQ

The above statements are intended to describe the general nature and level of work being performed by people assigned to this classification. They are not intended to be construed as an exhaustive list of all responsibilities, duties, and skills required of personnel so classified. 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 upon request.

Transdev is an Equal Employment Opportunity (EEO) employer and welcomes all qualified applicants. Applicants will receive fair and impartial consideration without regard to race, sex, color, national origin, age, disability, veteran status, genetic data, gender identity, sexual orientation, religion or other legally protected status.

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 upon request.

California applicants: Please Click Here for CA Employee Privacy Policy

Job Category: Management & Above

Job Type: Full Time

Req ID: 6574

Pay Group: QQP

Cost Center: 454

The above statements are intended to describe the general nature and level of work being performed by people assigned to this classification. They are not intended to be construed as an exhaustive list of all responsibilities, duties, and skills required of personnel so classified.

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 upon request.

Transdev is an Equal Employment Opportunity (EEO) employer and welcomes all qualified applicants. Applicants will receive fair and impartial consideration without regard to race, sex, color, national origin, age, disability, veteran status, genetic data, gender identity, sexual orientation, religion or other legally protected status, or any other classification protected by federal, state, or local law.

Drug-free workplace

If based in the United States, applicants must be eligible to work in U.S. without restrictions for any employer at any time; be able to pass a drug screen and background check.

California applicants: Please Click Here for CA Employee Privacy Policy.

About Transdev

Cities, counties, airports, companies, and universities across the U.S. contract with Transdev to operate their transportation systems, maintain their vehicle and fleets, and deliver on mobility solutions. Transdev U.S. employs a team of 32,000 across 400 locations while maintaining more than 17,000 vehicles.

Part of a global company, Transdev is a leader in mobility with operations in 19 countries, proudly operated by 110,000 team members from around the world. As an operator and global integrator of mobility, we are driven by our purpose. Transdev – the mobility company – empowers the freedom to move every day thank to safe, reliable, and innovative solutions that serve the common good. Find out more at http://www.TransdevNA.com or watch an overview video.