XRA Trainer

U.S. Xpress Enterprises, Inc.•Chattanooga, TN

18d•Onsite

About The Position

Relentlessly Delivering Big Ideas. U.S. Xpress is one of the nation’s largest asset-based trucking companies. But the most valuable asset we offer isn’t tractors, trailers, or even our exclusive, cutting-edge technology. It’s the collective brainpower of thousands of visionaries and problem-solvers. Together, we are revolutionizing the transportation industry by providing innovative, custom solutions. And, here, we believe in the sanctity of a promise—both to our customers, and our people. When we focus our varied talents on reshaping the future of transportation, that’s what we call the POWER OF U.S. Why U.S. Xpress? Right Role. Right Tools. Right People. We invest in our talent starting on day one. You will be provided with personal and professional development opportunities that complement your interests and encourage you to build a career you’re passionate about. Whether it is employee stock options, profit-sharing, 401K, professional development, or our competitive pay, we help prepare you for the future. Be part of an organization that values out-of-the-box thinking and rewards employees for going above and beyond. Curious about the other benefits of working with us? Check out other perks below!

Requirements

Bachelor’s degree in related field or equivalent experience required. Equivalent years of experience are defined as one year of professional experience for each year of college requested.
Minimum 5 years’ experience in creating, developing, and delivering formal training programs in a call center or maintenance setting.
Excellent communication and presentation skills.
Must be able to evaluate the learning capabilities and styles of each trainee and adapt to the trainee’s needs.
Exhibits strong time management, organization, critical thinking and problem-solving skills
Thoroughly understands core maintenance functions, processes, and procedures.

Nice To Haves

Advanced degree in related field equivalent experience preferred. Equivalent years of experience are defined as one year of professional experience for each year of college requested.

Responsibilities

Conducts systems and skills training and teaches/coaches/mentors each agent on the job-specific procedures for Xpress Roadside Assistance.
Prepares and conducts training courses and one-on-one training sessions and coordinates agent participation in training offered by external organizations.
Conducts regular reviews and assessments to ensure training efforts are effective.
Augments floor agents as required.
Identifies (in conjunction with XRA Leadership) training requirements, then develops and executes training plan(s) to meet those requirements.
Responsible for all training of Triage and Solutions agents to maximize their efficiency, productivity, and development. To include onboarding and continued education training.
Work with Cornerstone and develop and execute custom training plans for each employee.
Works closely with Supervisors to ensure success of the training program while not disrupting ongoing operations.
Assists with non-technical training such as leadership, conflict resolution, and other “soft skills”
Help to monitor Work Order process for accuracy and completeness.
Develops / creates / acquires all XRA-specific course content and training materials, to include but not limited to, XRA Triage Agent New Hire Course, Solutions Agent Transition Course, XRA XPM User Training, and Triage and Solutions Sustainment Training.
Identifies and implements appropriate instructional methods for each training event.
Schedules all resources, speakers, materials, etc required for each training event.
Serves as the lead instructor for all XRA-specific periods of instruction.
Creates and updates XRA-specific user manuals, job aids and training bulletins.
Evaluates and reports on new hire-trainee progress.
Mentors and supervises trainees during and after class and provides follow-up with each new hire in first 30 days and with the supervisor in the first 90 days.
Provides input to trainee’s supervisor for initial supervisor-agent counseling.
Coach/teach/mentor XRA agents in generic problem solving and critical thinking.
Coordinate with manufacturers, part and service suppliers, and industry associations to identify and schedule training offered by their organizations.
Conduct monthly one-on-one “check on learning” events with floor agents in order to identify and correct trends and knowledge gaps.
Assesses program effectiveness by following up with graduates and evaluating their progress at specific intervals.
Liaise with Training Department and other USX and external training counterparts in order to stay abreast of emerging issues and instructional methods.
Augments Triage and Solutions Agents as required.
Performs other duties and completes special projects as directed.