MSCC Trainer

ABOUT AAA HOOSIER MOTOR CLUB:

Since 1902, AAA Hoosier Motor Club, headquartered in Indianapolis, provides membership benefits including emergency roadside assistance, retail discounts and a variety of products and services for its 400,000 members across Indiana. It also operates a full-service travel agency and an insurance agency which markets and sells auto, home and life insurance. Hoosier Motor Club has 300 employees and operates 11 retail branch offices including seven in metro Indianapolis as well as Bloomington, Clarksville, Lafayette, Muncie, and Terre Haute. And it is an affiliate of the American Automobile Association (AAA), the largest motoring and leisure travel organization in North America with more than 60 million members.

Here's What is in it for YOU:

• A company culture that provides training and learning opportunities.
• A brand that you can be proud to be part of.
• A culture that will challenge you to be your best.
• Health / Dental / Vision benefits.
• Corporate Incentive Plan (CIP)
• Paid Time Off.
• Paid Holidays.
• Company provided LTD & Life Insurance.
• Service Anniversary Recognition.
• Free AAA Plus Membership.
• Generous 401k w/ company match.
• Company provided HSA dollars.

Position Summary:
This role is responsible for training team members on the key processes and expectations to allow them to rescue AAA members who are experiencing roadside emergency events. This key role will manage developing, implementing, and overseeing training programs for our contact center and dispatch staff in both virtual and on-site environments. The trainer will focus on creating a structured learning environment that equips employees with the necessary skills and knowledge to excel in their roles. The trainer is responsible for new hire training, continuing education, and in the moment training.

Duties and Responsibilities:

1.    Develop comprehensive training materials, including manuals, presentations, and e-
create onboarding programs for new hires, and learning modules tailored to the needs of contact center and dispatch employees.

2.    Continuously evaluate departmental training needs/gaps and develop ways to measure the effectiveness of training and employee performance.

3.    Collaborate with management to ensure training aligns with organizational goals and    performance standards.

4.    Employ a variety of training methodologies, such as workshops, role-playing, simulations, and on-the-job training to enhance learning experiences.

5.    Lead training sessions for new and existing employees, ensuring a thorough   understanding of contact center and dispatch operations.
 
6.    Foster an interactive learning environment that encourages participation and feedback.

7.    Provide ongoing support and mentorship to employees post-training, aiding them in applying learned skills effectively in their roles. 

8.    Encourage continuous learning and professional development among staff.

9.    Provide constructive feedback and develop personalized improvement plans as needed.

10.    Performs frequent call monitoring of new employees to identify potential customer service issues and ensures that all employees are adhering to department policies, procedures, and expectations.

11.    Regularly evaluate training programs for effectiveness, incorporating participant feedback and performance metrics. 

12.    Update training content and methodologies based on industry trends, company policies, and technological advancement.

13.    Work closely with department managers to find ongoing training needs and align programs with business objectives.

14.    Maintain accurate records of training sessions, attendance, and employee progress to track development and performance. 

15.    Prepare reports on training outcomes and present findings to management for review.

16.    Aid with calls as needed and support various supervisory tasks.

Supervisory Responsibilities: This position has no direct supervisory responsibilities.
 

Physical Effort:
1.)    Typically sitting at a desk or table
2.)    Intermittently sitting, standing, and stooping
3.)    Occasional lifting of up to 25 lbs.

Education and/or Experience Requirements: 

Education: 
High school diploma or general education degree (GED) required.
Bachelor’s degree in education, business, human resources, or equivalent combination of education and work experience preferred.

Experience: 
Previous experience in a supervisory or management position is a plus.
3+ years of training team members in a call center or similar work environment
Experience in instructional design
Experience developing content for and delivering training to adult learners

Facebook:

www.facebook.com/aaahoosier

Company Website:

www.hoosier.aaa.com