Training Manager Tolling Operations

Training Manager Tolling Operations

WSP in the US is initiating a search for a Training Manager Tolling Operations! This position will be based out of our Metro Richmond, Virginia office. The Training Manager is responsible for planning, developing, updating, and delivering all new hire, refresher, and specialized training programs for customer service and operations staff. This role ensures that all personnel are equipped with the necessary knowledge, skills, and tools to deliver high-quality customer service and operational excellence. The Training Manager oversees the creation and maintenance of training materials, evaluates training effectiveness, and responds to evolving training needs.

Key Responsibilities

Design, implement, and continuously update comprehensive training programs for all levels of staff, including new hire, refresher, and specialized training.

Develop and maintain a training plan that includes course outlines, schedules, instruction techniques, and testing strategies.

Develop and maintain training materials, documentation, and instructional resources (e.g., manuals, presentations, videos, hands-on models).

Design, maintain, and enhance Learning Management System (LMS) and Knowledge Management System (KMS) modules to support scalable training and knowledge delivery.

Conduct training needs assessments and respond proactively to identified gaps or changes in operations, systems, policies, or business rules.

Deliver training through a mix of classroom instruction, hands-on practice, and on-the-job learning.

Ensure staff are trained in customer service, escalation handling, dispute resolution, payment processing, system applications, and other core operational skills.

Evaluate employee training outcomes and implement remedial training for staff who do not meet documented performance standards.

Track and report on training activities, effectiveness, and compliance with required standards.

Schedule ongoing training sessions to minimize impact on daily operations.

Support cross-training initiatives to enhance staff flexibility and operational coverage.

Collaborate with internal teams and external partners to align quality goals and resolve issues.

Provide training to third-party staff, partners, and authorized personnel as needed.

Ensure compliance with relevant industry standards, data protection regulations, and contractual obligations.

Who You Are

Required Qualifications :

Bachelor's degree in training & development, communications, human resources, or related field (or equivalent experience).

Minimum three (3) years of experience training customer service agents in a high-volume contact center environment, preferably in tolling, transportation, or related industries.

Minimum of twelve (12) months in a supervisor and / or manager role.

Experience developing and delivering training programs for diverse audiences.

Ability to travel to operational sites as required.

Excellent communication, leadership, interpersonal, and analytical skills.

Strong attention to detail and organizational skills.

Ability to work independently and under strict deadlines.

Ability to maintain confidentiality and discretion properly.

Strong customer relationship management skills.

Ability to assess and support change management activities.

Possess the skills and ability to learn and utilize new software products as introduced by the organization.

Ability to define problems, collect data, establish facts, and draw valid conclusions.

Ability to interpret an extensive variety of technical instructions in mathematical or diagram form and deal with several abstract and concrete variables.

Skilled in computer systems and Microsoft 365 applications, including Excel, Word, PowerPoint, SharePoint, and Teams.

Ability to respond to common inquiries or complaints from customers, regulatory agencies, or members of the business community.

Ability to safely and successfully perform the essential job functions consistent with the ADA, FMLA and other federal, state, and local standards, including meeting qualitative and / or quantitative productivity standards.

Ability to adhere to attendance requirements.

Primarily sedentary physical work requiring ability to lift a maximum of 10 pounds.

Must be able to lift, carry, walk, and stand.

Vision for reading, recording, and interpreting information.

Frequent speech communication, hearing and listening to maintain communication.

Daily use of computer and keyboard, standard office equipment and telephone.

Ability to access, input, and retrieve information from the computer.

Frequent hand / eye coordination to operate computer keyboard and office equipment.

About WSP

WSP USA is the U.S. operating company of WSP, one of the world's leading engineering and professional services firms. Dedicated to serving local communities, we are engineers, planners, technical experts, strategic advisors and construction management professionals. WSP USA designs lasting solutions in the buildings, transportation, energy, water and environment markets. With more than 15,000 employees in over 300 offices across the U.S., we partner with our clients to help communities prosper. WSP provides a flexible and agile workplace model while meeting client needs. Employees are also afforded a comprehensive suite of benefits including medical, dental, vision, disability, life, and retirement savings focused on providing health and financial stability throughout the employee's career. At WSP, we want to give our employees the challenges they seek to grow their careers and knowledge base. Your daily contributions to your team will be essential in meeting client objectives, goals and challenges. Are you ready to get started? WSP USA (and all of its U.S. companies) is an Equal Opportunity Employer Race / Age / Color / Religion / Sex / Sexual Orientation / Gender Identity / National Origin / Disability or Protected Veteran Status. The selected candidate must be authorized to work in the United States. NOTICE TO THIRD PARTY AGENCIES : WSP does not accept unsolicited resumes from recruiters, employment agencies, or other staffing services. Unsolicited resumes include any resume or hiring document sent to WSP in the absence of a signed Service Agreement where WSP has expressly requested recruitment / staffing services specific to the position at hand. Any unsolicited resumes, including those submitted to hiring managers or other business leaders, will become the property of WSP and WSP will have the right to hire that candidate without reservation no fee or other compensation will be owed or paid to the recruiter, employment agency, or other staffing service.