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SUMMARY

This position maximizes call center representatives effectiveness by ensuring representatives have thorough knowledge of PM Scheduling, FleetCare, or other new lines of business processes, services, resolve problems and provide positive customer experience to new and existing customers.

This position maximizes call center representatives effectiveness by ensuring representatives have thorough knowledge of process, services, resolve problems and provide positive customer experience to new and existing customers.

ESSENTIAL FUNCTIONS

Prepares new representatives by conducting orientation, new hire training and ongoing update training.

Plans, conducts, and implements a comprehensive training program for the Shop Mod/FleetCare staff. Training components will be geared toward new hires, existing staff and agents who need one-on-one assistance.

Determines training needs by listening to live and recorded calls, reviewing cases and conferring with the Shop Mod/FleetCare Leadership team.

Develops individual results by maintaining policy and procedure resources; providing coaching; conducting training sessions; identifying process improvement opportunities and developing the resources to facilitate those opportunities.

Improves training effectiveness by developing new approaches and techniques; making support readily available.

Engages in service-related tasks, including but not limited to process improvement, group and individual call observation, quality calibration and mentoring activities.

Develops and maintains all training materials and keep both the training manual and the Shop Mod online database up-to-date.

ADDITIONAL RESPONSIBILITIES

Coordinate and control all Shop Mod/FleetCare training classes. Develop and modify curriculum. Schedule instructors for each module and ensure training is being internalized by students

Teach and train new hires as well as train team on any product or call center related activities and/or process/procedures.

Call monitoring and coaching of Shop Mod/FleetCare agents

Provide written feedback to the rep and supply managers/supervisors with feedback on areas for focus with reps on the teams. Identify areas for skill refreshers and other training needs as a result of call monitoring. Quickly identify skill gaps and capable of developing short training modules to address gaps

Help identify best practices across the teams and create a forum to share these tools and ideas

Develops and maintains all training materials and keep both the training manual and the Shop Mod/FleetCare online database up to date.

Performs other duties as assigned.

EDUCATION

Bachelor's degree Degree in related field preferred.

H.S. diploma/GED with related experience .

EXPERIENCE

Five (5) years or more experience High volume, fast paced call center experience

SKILLS

Ability to listen, write, and speak effectively. Inform, explain, and give instructions. Strong facilitation, good listening, oral and written communications and consultative skills. Ability to captivate and audience and keep them engaged

Ability to guide, engage, and impart knowledge to others. Ability to develop training and methodology programs that are unique to the Shop Mod/FleetCare goals and values

Ability to create and maintain professional relationships within all levels of the organization (peers, work groups, customers, supervisors).

Ability to analyze and solve problems.

Demonstrates analytical skills. Decision making skills

Ability to manage multiple assignments and tasks, set priorities, and adapt to changing conditions and work assignments.

Ability to work independently and as a member of a team. Self-directed, self-managed and able to work without close supervision

Capable of multi-tasking, highly organized, with excellent time management skills.

Strong verbal and written communication skills.

Flexibility to operate and self-driven to excel in a fast-paced environment.

Detail oriented with excellent follow-up practices

KNOWLEDGE

LICENSES

TRAVEL

Job Category: Training and Development

Ryder is proud to be an Equal Opportunity Employer and Drug Free workplace. All qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, sex, sexual orientation, gender identity, age, status as a protected veteran, among other things, or status as a qualified individual with disability.

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