Call Center/Reservation Trainer

Transit Technologies • Phoenix, AZ

8h • Onsite

About The Position

MJM Innovations, a Transit Technologies company, is seeking an experienced and dynamic Trainer to join our fast-paced call center team. The Trainer will manage new hires and ongoing training programs, equipping employees with the skills and knowledge necessary to excel in call center operations. This role involves classroom instruction for new hires and incumbent staff, focusing on call center functions such as dispatch, reservations, and scheduling within a transit-specific software program like RideCo, Ecolane, or Trapeze PASS. Strong communication, documentation, and organizational skills are essential, along with the ability to engage adult learners through interactive and clear instructional methods.

Requirements

• High School diploma or equivalent.
• Able to work in a fast-paced environment.

Responsibilities

• Conduct new hire and continuing training for Customer Service, Dispatch, and Scheduling staff.
• Deliver refresher and ongoing training on topics relevant to operational needs, keeping content timely and aligned with emerging trends.
• Assess classroom and floor performance, providing constructive feedback to improve skill levels and meet performance metrics.
• Minimize turnover by ensuring all staff members are fully trained before transitioning to live operations.
• Build and maintain customer service scripts, templates, and scenario examples.
• Regularly review training materials to address gaps and improve employee success rates.
• Maintain accurate training records and ensure compliance with all documentation requirements.
• Provide performance insights to management, including class progress, training needs, and attrition trends.
• Promote internal growth by identifying high-performing employees for advancement opportunities.
• Stay updated on all software and systems used in the Customer Solutions Center.
• Evaluate and refine training interventions for effectiveness and satisfaction.
• Perform additional responsibilities as assigned.

Benefits

• Medical, dental, & Vision insurance
• Company provided life insurance & additional supplemental options
• 401K plan
• Employee Assistance Program
• Paid time off - including paid vacation, a floating holiday, and an annual employee "Volunteer Day"

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED