Training Manager – Tolling Operations
Wsp
Design, deliver, and manage training programs for tolling operations staff.
11 days ago ago
Intermediate (4-7 years), Experienced (8-12 years)
Full Time
Richmond, VA, United States
Office Full-Time
Company Size
55,000 Employees
Service Specialisms
Engineering
Consulting
Project Management
Architecture
Design
Environmental Services
Sustainability
Urban Planning
Sector Specialisms
Waste Management and Landfill
Water & Wastewater Tunnels
Water and Wastewater Treatment
Water Supply and Distribution
Parks and Open Spaces
Rail and Transit Advisory
Rail Design
Rail Electrification
Role
What you would be doing
training design
lms management
needs assessment
compliance
reporting
instruction delivery
- Schedule ongoing training sessions to minimize impact on daily operations.
- Collaborate with internal teams and external partners to align quality goals and resolve issues.
- Support cross-training initiatives to enhance staff flexibility and operational coverage.
- Develop and maintain training materials, documentation, and instructional resources (e.g., manuals, presentations, videos, hands-on models).
- Ensure compliance with relevant industry standards, data protection regulations, and contractual obligations.
- Ensure staff are trained in customer service, escalation handling, dispute resolution, payment processing, system applications, and other core operational skills.
- Deliver training through a mix of classroom instruction, hands-on practice, and on-the-job learning.
- 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.
- 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.
- Evaluate employee training outcomes and implement remedial training for staff who do not meet documented performance standards.
- Provide training to third-party staff, partners, and authorized personnel as needed.
- Track and report on training activities, effectiveness, and compliance with required standards.
What you bring
bachelor's degree
microsoft 365
3 years
supervisor role
leadership
customer relations
- Ability to assess and support change management activities
- 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.
- Ability to adhere to attendance requirements
- Bachelor’s degree in training & development, communications, human resources, or related field (or equivalent experience).
- Ability to travel to operational sites as required.
- Minimum three (3) years of experience training customer service agents in a high-volume contact center environment, preferably in tolling, transportation, or related industries
- Possess the skills and ability to learn and utilize new software products as introduced by the organization.
- Minimum of twelve (12) months in a supervisor and/or manager role
- 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
- Skilled in computer systems and Microsoft 365 applications, including Excel, Word, PowerPoint, SharePoint, and Teams.
- Excellent communication, leadership, interpersonal, and analytical skills.
- Ability to work independently and under strict deadlines
- Ability to respond to common inquiries or complaints from customers, regulatory agencies, or members of the business community.
- Primarily sedentary physical work requiring ability to lift a maximum of 10 pounds
- Ability to maintain confidentiality and discretion properly
- Experience developing and delivering training programs for diverse audiences.
- Frequent hand/eye coordination to operate computer keyboard and office equipment
- Must be able to lift, carry, walk, and stand
- Strong customer relationship management skills
- Ability to access, input, and retrieve information from the computer
- Strong attention to detail and organizational skills
Information not given or found
Training + DevelopmentInformation not given or found
Interview process
Information not given or found
Visa SponsorshipInformation not given or found
Security clearanceInformation not given or found
Company
Overview
Founded 1959
Year Established
The company was established in 1959, marking its beginning as a global leader in engineering and consulting.
40+ Countries
Global Presence
WSP operates in over 40 countries worldwide, delivering innovative solutions across multiple sectors.
- Partners with clients to create sustainable, efficient, and resilient solutions.
- Known for iconic projects like the One World Trade Center and London's Crossrail.
- Provides cutting-edge services in transportation, energy, water, and commercial developments.
- Blends technical expertise with deep industry knowledge to solve complex challenges globally.
78% global leadership
Internal Leadership Filling
Over 75% of global leadership positions were filled internally over the past three years.
3.7% retention increase
Employee Retention
Achieved a notable increase in global employee retention in 2024.
>75% internal filling
Leadership Hiring Practices
Over three-quarters of leadership roles have been filled internally since 2022.
Ethisphere recognition
Ethical Compliance
Recognized by Ethisphere for maintaining strong ethical values as a Compliance Leader Verification.
68% drop emissions
Emissions Reduction
Significant reduction in scope 1 and 2 greenhouse gas emissions compared to 2018 levels.
65.1% SDG-linked
Sustainable Revenue
Percentage of annualized revenues aligned with Sustainable Development Goals.
90% emission reduction
Long-term Goal
Aim to reduce total emissions (scopes 1, 2, and 3) by 90% by 2040 compared to 2018 levels.
30% scope 3 reduction
Supply Chain Emissions
Target to reduce scope 3 emissions by 30% by 2030 compared to 2018 levels.
- Committed to net zero across value chain by 2040 (SBTi-approved)
- Science-based targets: reduce absolute scope 1&2 emissions by 60% by 2030 vs 2018
- No DEI content per instruction.
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