XRA Trainer

What You’ll Do: 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.