Call Center Trainer

MV Transportation is seeking a Call Center Trainer to develop and deliver engaging training for agents supporting our paratransit and fixed-route passengers. In this role, you'll lead new-hire and refresher classes, coach agents using call monitoring and side-by-sides, and keep curricula current with evolving safety, technology, and service standards. You'll partner with operations leaders to identify skill gaps, track performance metrics, and reinforce MV's culture of safety, respect, inclusion, and dependable, community-focused service.

Responsibilities

• Design and deliver new-hire and refresher training for call center agents supporting transportation services.
• Coach agents through side-by-sides, call monitoring, and feedback focused on safety and customer care.
• Update training materials, scripts, and job aids to reflect policies, technology, and service changes.
• Track training attendance, assessments, and performance metrics to evaluate training effectiveness.
• Partner with operations leaders to identify skill gaps and align training with service goals and KPIs.
• Support implementation of new systems, tools, and procedures through targeted training.
• Reinforce MV Transportation's safety, inclusion, and customer service standards in all sessions.
• Maintain training records, reports, and compliance documentation.

Required Skills

• Curriculum development
• Call center operations
• Customer service
• Adult learning principles
• Facilitation and presentation
• Training needs analysis
• Quality monitoring and coaching
• Performance metrics and reporting
• Learning management systems (LMS)
• MS Office (PowerPoint, Excel, Word)