Customer Service Trainer

Job Summary The Customer Service Trainer develops, maintains, and delivers all training and reference materials for all Cubic Contact Center staff. This role ensures all contact center and customer-facing staff are fully trained in content knowledge, technical systems, program requirements, soft skills, and software applications. The trainer evaluates trainee performance and proficiency, provides feedback, and trains contact center leadership on supervisory functions, quality procedures, and program compliance. Responsibilities Coordinate needs‑analysis activities to determine skill levels and knowledge requirements for all customer service channels. Develop and maintain customer service training curriculum and materials for operational transit programs. Produce training materials such as handouts, manuals, e‑learning modules, PowerPoint presentations, and knowledge assessments. Train new and current contact center staff on departmental functions, fare program rules, contact center software, and CRM systems. Select appropriate instructional methods for adult learners including individual education, group instruction, eLearning, demonstrations, conferences, workshops, on‑site or remote. Collaborate with management to create training plans, report progress, and recommend corrective action and procedural improvements. Coordinate, evaluate, and oversee training conducted by support staff (OTJ) to ensure consistency and alignment with the training department. Work with Quality Monitors to incorporate monitoring trends, customer complaints, and feedback into refresher and soft‑skills training. Develop and administer tests and live skills assessments to measure trainee progress and evaluate training effectiveness. Report findings to departmental management and support internal and external audits. Perform other duties as assigned. Qualifications Bachelor’s degree or equivalent professional experience. Minimum of two years of experience in a contact center environment. At least one year of experience in training, adult education, or a leadership role. Ability to apply a consultative coaching approach and deliver feedback. Knowledge of curriculum and training design principles, instruction for individuals and groups, and measurement of training effectiveness. Strong communication and interpersonal skills with the ability to work across teams. Proficiency in MS Office (Word, Excel, SharePoint, PowerPoint). Occasional travel may be required. Pay Range $52,000.00 – $113,000.00 plus benefits. Benefits Medical, dental, and vision insurance. Company‑paid disability and life insurance options. Critical illness and accident coverages. Flexible Spending Accounts and a pre‑paid legal plan. Travel accident insurance and well‑being program with lifestyle spending account. Up to six weeks of paid parental leave and a 401(k) retirement plan with company match. Backup childcare, pet care, pet insurance, virtual tutoring, and tuition reimbursement. Flexible time‑off arrangement and paid holidays. EEO Statement We are proud to be an Equal Opportunity/Affirmative Action Employer. We are committed to ensuring a workplace free of discrimination based on race, color, religion, age, disability, genetic information, sex, sexual orientation, gender identity, national origin, military or veteran status, and any other basis protected by applicable law. #J-18808-Ljbffr Cubic Corporation