METROLift Training Specialist

Requisition Number:  7110
Pay Rate:  PGR09

Houston, TX, US

Category:  Operations

Basic Function

The primary goal of the Training Specialist is to conduct METRO lift training programs, quality monitoring, training assessment and customer feedback that will enhance employee's workplace performance in support of METRO's core values. Plans, develops, organizes and facilitates staff training across METROLift for new hires, cross-training and retraining for existing staff; METROLift Customer Service, Reservations, Dispatch, Community Connector and Feeder Service personnel. Keeps staff and contracted personnel abreast of FTA/ADA guidelines. Performs duties in a safe, efficient manner and in compliance with all applicable rules and safety procedures.

Responsibilities and Specific Duties

  • Provides training and development, quality monitoring, training assessment and customer feedback to ensure excellent internal and external customer service.
  • Assists with ensuring contractor training materials and training sessions are in conformance with METRO's contractual and operational expectations.
  • Administers the delivery of training and development programs. Selects, develops, and evaluates personnel to ensure the efficient operation of the call and dispatch center. Works with Quality Monitor to facilitate training as needed.
  • Monitors and reviews the progress of trainees.
  • Facilitates annual/bi-annual recurrent training for all METROLift agents.
  • Identifies and recommends METROLift staff for training and cross training.
  • Identifies and implements career development training to meet employee needs.
  • Monitors the call center service environment and call traffic to support real-time, proactive adjustments to quality control; provides feedback to management team.
  • Uses quality monitoring data management system to compile and track team performance and individual employee performance levels and provides feedback to management team on staff progress.
  • Participates in customer listening programs to identify customer needs and expectations.
  • Verifies results by measuring skills in use of scripts, greeting, listening, etiquette, objection handling, efficiency, courteous close of call, and other skills as directed.
  • Verifies performance by measuring skills of dispatcher to driver radio calls to ensure proper listening, etiquette, objection handling, efficiency, courteous processing on the call, and other skills as directed.
  • Assess training needs through surveys, interviews with employees, or consultations with management.
  • Prepares and analyzes internal and external quality reports for management staff to review.
  • Trains light duty personnel on tasks to be performed in the department which includes scheduling, call taking, data entry, etc.
  • Works with management to develop departmental training materials based on organizational and individual needs in accordance with industry standards FTA and ADA guidelines.
  • Identifies and recommends applicable focus areas to improve service and call quality.
  • Develops testing and evaluation procedures and evaluates training and development programs effectiveness and makes recommendations to management.
  • Reviews existing programs to keep curriculum updated and current.
  • Collaborates with other training departments, such as Bus Operations Training, to ensure a consistent approach and message.
  • Keeps current/up to date with developments in training and best practices.
  • 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, Human Resources or related field preferred.

Years & Experience Required

Minimum three (3) years of experience as a Trainer. Experience includes instructional design and delivery of training programs in a classroom setting. On-line training facilitation a plus. Experience with automated call distribution, Dispatch, Customer Service, scheduling and/or real time management coordination using Workforce Management software and Cisco phone systems; Trapeze Pass dispatching software preferred. Training experience in a transit environment preferred.

Knowledge & Skills Required

Strong knowledge of Call Center operations and processes. General knowledge of Americans with Disabilities Act (ADA). Excellent organizational and time management skills and oral, written, and interpersonal communication 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.

Nearest Major Market: Houston