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Posted 3 days ago
Requirements and responsibilities
We have an urgent REMOTE opportunity for Training Specialist I role with one of our direct clients.
Job Description:
Pay Range: $25 - $29/hr on W2
Length of Assignment: 2 years with possibility for extension.
Callouts:
- Role is remote with limited in person meetings - candidate needs to be in RI
Job Summary:
Reporting to the Supervisor of Training and QA in Customer Service Operations Support, the Training Specialist is responsible for the development and execution of Energy Contact Center training curriculum, ensuring employees are fully equipped to deliver a best-in-class customer experience. This individual will create new, and improve upon existing, training resources and assets including Instructor Led Training (ILT) modules, standard operating procedures, job aids, assessments and supporting program execution information. The overall training program coordination, implementation, and reporting will be managed by the training team in alignment with newly developed and changing Customer and Product systems, tools, and procedures. Additionally, this individual will be responsible for identifying and continually driving enhancements to training material based on program effectiveness and evaluations, in alignment with evolving organizational priorities and strategy.
Education/ Experience:
Bachelor’s degree or at least five years of progressive training experience. Utility experience is preferred but not required.
A demonstrated ability to create and facilitate technical and operational training programs and material for classroom and e-learning.
Ability to absorb information from a myriad of stakeholders and functions, develop creative/practical business and training solutions, and achieve desired, timely results in a highly technical, operational environment is required.
Excellent facilitation, organizational, and time management skills with the ability to manage multiple programs and stakeholders
A demonstrated knowledge of industry leading training methods, platforms, tools and learning management systems including proficiency in Microsoft Office and other related program software.
Preferred Qualifications:
Possesses knowledge and understanding of *** Energy’s electric or gas policies, processes, systems, tariffs, and general practices and how to apply them effectively
Knowledge and understanding of customer experience and systems within a regulated environment
Exposure to Rhode Island regulations and policies.
Capability Requirements
Understanding Others: When dealing with internal / external diverse stakeholders understanding what someone is saying or feeling, even if person is not clear, and can accurately predict how someone may respond
Impact and Influence: When working with employees to adapt the approach and consider what is important to the audience, tailoring message accordingly
Team Player: Promotes team effectiveness by soliciting input from team members, communicating expectations and helping with root cause analysis and problem solving.
Optionally, you can add more information later (benefits, pre-screening questions, etc.)