Ryder System Call Center Trainer (Retail Vehicle Sales) in Alpharetta, Georgia
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At Ryder, our most important competitive advantage is our people. CULTURE- INTEGRITY- FAMILY . As a Call Center Trainer, you will be part of a dynamic team, asked to develop a dynamic team, equipped to succeed and empowered to develop your career with a leader in the transportation industry.
This position maximizes call center representatives effectiveness by ensuring representatives have thorough knowledge of the Retail Vehicle Sales (RVS) process, services, resolve problems and provide positive customer experience to new and existing customers.
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Ryder's most recently been named a “ Top Company for Women to Work for in Transportation ” by Women in Trucking, one of Fortune Magazine’s “ World’s Most Admired Companies ,” one of “ America’s Most Responsible Companies (https://newsroom.ryder.com/news/news-details/2020/Ryder-Recognized-for-Corporate-Social-Responsibility-Leadership-by-Newsweek/default.aspx) ” by Newsweek.
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Prepares new representatives by conducting orientation, new hire training and ongoing update training.
Plans, conducts, and implements a comprehensive training program for MMC staff. Training components will be geared toward new hires, existing staff and agents who need one-on-one assistance.
Determines training needs by listening to live and recorded calls, reviewing cases and conferring with the MMC Leadership team.
Develops individual results by maintaining policy and procedure resources; providing coaching; conducting training sessions; identifying process improvement opportunities and developing the resources to facilitate those opportunities.
Improves training effectiveness by developing new approaches and techniques; making support readily available.
Engages in MMC service-related tasks, including but not limited to process improvement, group and individual call observation, quality calibration and mentoring activities.
Develops and maintains all training materials and keep both the training manual and the MMC CQR online database up-to-date.
Coordinate and control all MMC training classes. Develop and modify curriculum. Schedule instructors for each module and ensure training is being internalized by students
Teach and train new hires as well as train team on any product or call center related activities and/or process/procedures.
Call monitoring and coaching of MMC agents
Provide written feedback to the rep and supply managers/supervisors with feedback on areas for focus with reps on the teams. Identify areas for skill refreshers and other training needs as a result of call monitoring. Quickly identify skill gaps and capable of developing short training modules to address gaps
Help identify best practices across the teams and create a forum to share these tools and ideas
Develops and maintains all training materials and keep both the training manual and the MMC CQR online database up-to-date
Performs other duties as assigned.
Bachelor's degree Degree in related field preferred.
H.S. diploma/GED with related experience .
Five (5) years or more experience High volume, fast paced call center experience
Ability to listen, write, and speak effectively. Inform, explain, and give instructions. Strong facilitation, good listening, oral and written communications and consultative skills. Ability to captivate and audience and keep them engaged
Ability to guide, engage, and impart knowledge to others. Ability to develop training and methodology programs that are unique to the MMC's goals and values
Ability to create and maintain professional relationships within all levels of the organization (peers, work groups, customers, supervisors).
Ability to analyze and solve problems.
Demonstrates analytical skills. Decision making skills
Ability to manage multiple assignments and tasks, set priorities, and adapt to changing conditions and work assignments.
Ability to work independently and as a member of a team. Self-directed, self-managed and able to work without close supervision
Capable of multi-tasking, highly organized, with excellent time management skills.
Strong verbal and written communication skills.
Flexibility to operate and self-driven to excel in a fast-paced environment.
Detail oriented with excellent follow-up practices
3+ years methods and procedures documentation and development; advanced level.
5+ years in training environment
Job Category: Training and Development
Ryder is proud to be an Equal Opportunity Employer and Drug Free workplace. All qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, sex, sexual orientation, gender identity, age, status as a protected veteran, among other things, or status as a qualified individual with disability.
Requisition ID: R25560
Job Type: Full time
Ryder operates behind the scenes, managing critical fleet, transportation and supply chain functions for over 50,000 customers, many of which make the products that consumers use every day. When you choose Ryder, you get access to industry-leading technology, one of North America’s largest fleet of trucks, an expansive infrastructure of maintenance facilities and warehouses, and some of the most talented people in the industry.