Training Coordinator at TransCore LP in Auburn, Massachusetts

Job Description:

TransCore (TRN), a subsidiary of ST Engineering, is seeking a full-time Training Coordinator to join our team in Auburn, Massachusetts.

Summary: Under the direction of the Customer Communications Manager, the Training Coordinator will be responsible for designing and conducting the overall training of the Customer Communications team and serve as a back-up Trainer to the rest of the AET Customer Service Center in all of its basic functions. Working closely with the Quality Specialist, the Training Coordinator ensures that the User Manuals for each job function is current, clear, concise, and easy to follow, and is utilized during as well as after training is complete. The Training Coordinator is responsible for consistent and thorough training, including all mandatory new hire classes, to ensure consistent quality of service delivered by AET CSC staff.

Qualifications: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Essential Duties and Responsibilities include the following. Other duties may be assigned.

• Responsible for designing all training classes including its required curriculum and training materials.
• Responsible for conducting all training classes.
• Stays current on changes to E-ZPass MA and PAY BY PLATE MA business rules and/or policies and procedures are promptly reflected in the Policies and Procedures as well as User Manuals. Assists the Quality Specialist with those changes if needed.
• Identify job junctions that could benefit from cross-training to assist with fluctuating workload by department.
• Examine positions, departments and workflow for improvements.
• Refine production performance standards for individual CSR performance assessment.
• Work closely with the Management team to manage the effectiveness of the training, revising the training curriculum if needed, and to ensure trainees are performing to the quality standards desired.
• Identify areas where processes can be streamlined, and efficiency, effectiveness, and accuracy can be improved. Work closely with management and supervisors to implement those changes.
• Work with supervisory staff to revise and update departmental performance standards to assist them in assessment of staff productivity.
• Track training process of all employees including areas of cross-training.
• Travel to off-site locations if needed. Notice will be provided prior to the need to travel.
• Any other duties as directed by TransCore Management.
• Other duties may be assigned.

Desired Skills:

• A minimum of two years' experience with the E-ZPass MA and/or PAY BY PLATE MA business rules as well as policies and procedures, preferable in different departments.
• Flexible schedule to accommodate for different training class schedules
• Intermediate skills in Microsoft Excel, Outlook, PowerPoint, and Word are preferred.
• Solid communication skills, both orally and in writing.
• Previous experience training small groups of people through hands-on training as well as lectures desired.
• Ability and willingness to question current procedures and processes.
• Team player, self-starter, proactive, conscientious, results oriented.

Education: High School Diploma or general education degree (GED) required; College education preferred

Knowledge: Developing professional expertise, applies company policies and procedures to resolve a variety of issues.

Job Complexity: Works on problems of moderate scope where analysis of situations or data requires a review of a variety of factors. Exercises judgment within defined procedures and practices to determine appropriate action. Builds productive internal/external working relationships.

Supervision: Normally receives general instructions on routine work, detailed instructions on new projects or assignments.

Language Skills: Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals. Ability to write routine reports and correspondence. Ability to speak effectively before groups of customers or employees of 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 sit. The employee is occasionally required to stand; walk; use hands to finger, handle, or feel and reach with hands and arms. The employee must occasionally lift and/or move up to 10 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.

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