Manager Customer Relation Training

Metropolitan Transportation Authority • New York City, NY

1d • Onsite

About The Position

This position is accountable for researching, developing, delivering and monitoring customer relations training programs for Department of Buses’ hourly and supervisory employees. The purpose of these programs is to improve the public’s image and perception of NYC Transit in general and DOB personnel in particular. Examples of programs provided are ADA announcements, customer safety, use wheelchair lifts. Will also develop and deliver operations/safety related programs such as Fatigue & Stress Awareness training. Conduct focus groups or individual sessions to identify, evaluate and resolve problematic areas. Provide individualized training or coaching where needed. Work directly with DOB’s executive management on such issues as team building, negotiating skills, employee development and/or succession planning.

Requirements

• Baccalaureate in Business Administration, Education, Public Administration and Psychology or a satisfactory equivalent.
• 8 years of Years Experience
• 3 years of Managerial/Supervisory Experience
• Knowledge of adult learning theory and training needs analysis.
• Must be able to manage the implementation and evaluation of training programs.
• Must have strong communication and analytical skills.
• Knowledge of DOB operations and customer service principles.

Responsibilities

• Research, develop, deliver and monitor customer relations training programs for Department of Buses’ hourly and supervisory employees. The purpose of these programs is to improve the public’s image and perception of NYC Transit in general and DOB personnel in particular. Examples programs provided: ADA announcements, customer safety, use of wheelchair lifts, etc.
• Conduct focus groups or individual sessions to identify, evaluate and resolve problematic areas.
• Provide individualized or coaching where needed.
• Work directly with DOB’s executive management on such issues as team building, negotiation skills, employee development and/or succession planning.
• Develop and deliver operations/safety related programs such Fatigue & Stress Awareness training.
• Conduct research on successful training programs throughout the industry and recommend those they are likely to be effective at NYC Transit.
• Provide individual employee skills assessment as needed.
• Assist employees in identifying areas in which they need development.
• Propose training programs to meet these needs.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager