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Traffic Customer Service Trainer

  • Job reference: NA-001979
  • Sector: Government, Mass Transit, Transportation
  • Location: Grand Rapids
SNC-Lavalin’s Atkins business is one of the world’s most respected design, engineering and project management consultancies.  SNC-Lavalin’s Atkins business has been providing infrastructure planning, engineering, construction, environmental consulting, urban planning, architecture, and program management services to public and private clients across the United States for more than 50 years.
 
SNC-Lavalin’s Atkins business was ranked as the world’s 11th largest global design firm by ENR in 2016 with nearly 18,000 employees worldwide. We have the depth and breadth of expertise to respond to the most technically challenging and time-critical infrastructure projects and the urgent transition to a low-carbon economy.
 
Atkins seeks an energetic and highly motivated self-starter to join our office in Grand Rapids, Michigan as a Traffic Customer Service Trainer supporting Grand Rapids’s traffic center.
 
Major Function:
 
  • Responsible for Traffic Operations Center (TOC) training, certification and skills coaching.
  • Participates in development and maintenance of training procedures, certification procedures, SOPs, certification management, event planning and logistics, and related client service (employee support).
  • Maintains in depth domain knowledge of all TOC functions including maintaining the ability to perform in all operations floor duties as needed.
 
Job Duties:
 
  • Conducts training classes for traffic operations staff as appropriate.
  • Actively manages all review, certification and re-certification procedures and provides feedback as appropriate.
  • Oversees on floor training, coaching and mentoring for operations staff as appropriate.
  • Supports the development and maintenance of all training procedures.
  • Supports the development and maintenance of all certification procedures.
  • Supports the development and maintenance of all standard operating procedures (SOPs).
  • Communicates regularly with client managers, project manager and shift supervisors to provide status updates, ascertain needs and provide solution to any issues.
  • Actively reviews operational activity for accuracy and appropriateness, provides guidance and feedback to staff.
  • Maintains all training and certification records.
  • Coordinates with other agencies as appropriate.
  • Maintains a thorough knowledge and active capability to perform all TOC operations tasks and use all tools as required.
  • Performs special assignments as it relates to traffic operations, traveler information, and incident management.
  • Performs other such duties as the client may from time to time deem necessary. 
  • Performs other such duties as the supervisor may from time to time deem necessary

 



  Education And Experience:
 
  • Bachelor’s degree in educational psychology, adult learning, instructional design, or related field PLUS two years of experience in human performance improvement, training development, and/or training program implementation in a corporate setting or direct training experience in a traffic operations center, dispatch center or 911 operations is required.
  • Without Bachelor's degree, ten years relevant business experience is required, including four years of experience in human performance improvement, training development, and/or training program implementation in a corporate setting or direct training experience in a traffic operations center, dispatch center or 911 operations.
  • Must be proficient with computer skills.
 
Special Skills:
 
  • Excellent oral and written communication and interpersonal skills required. Must have good command of the English language.
  • Ability to perform in a professional courteous manner and remain friendly while under pressure.
  • Must have an aptitude for geography and maps.
 
Professional Registrations:
 
  • None.
 
 
Atkins offers its employees a robust rewards package which includes: a competitive salary; a broad benefits package including medical/RX, dental, vision, life, disability, legal, hospitalization and other valuable voluntary options; generous time-off programs; flexible work schedules; 401(k) with employer match; professional and career development opportunities through our corporate university, as well as a highly-regarded tuition reimbursement program; and an unmatched culture focused on client-service, quality, and tireless pursuit of excellence in all we do. Atkins is an equal opportunity, drug-free employer committed to diversity in the workplace. EOE/Minorities/Females/Vet/Disability.
 
Please view Atkins Equal Opportunity Statement here:

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