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Description
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Reporting to the Supervisor of Training and QA in Customer Service Operations Support, the Training Specialist is responsible for the development and execution of 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.
Job Responsibilities
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Organizes, develops, plans, and executes all facets of the training curriculum including instructor led training modules, procedure manuals, job aids, eLearning assets, and assessments for technical and operational training
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Facilitates instructor led and on-the-job training programs, demonstrations, meetings and workshops leveraging existing and new training resources, systems, and tools for the Contact Center and supporting functional teams
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Collaborates with operational and product teams to identify and solve for gaps in training curriculum, remaining aligned on future training requirements and or changes to established programs
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Maintains and reports on program participation, assessment results, retraining requirements and suggested improvements to overall training program and strategy
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Engages with functional leaders and teams to implement training program requirements and drive continuous enhancements to training programs and practices
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Develops and implements assessment criteria and process to evaluate overall program effectiveness and identify improvement opportunities
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Remains up to date with, and leverages, the latest training methods, techniques, and learning management systems (LMS); striving to deliver a best-in-class training experience
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Builds strong internal and external relationships to gain and share best practice insighs
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Emergency and storm role commitment; a special assignment during storm events and other emergencies when the company needs to restore power or respond to other issues affecting customer service
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The company reserves the right to determine if this position will be assigned to work on-site, remotely, or a combination of both. Assigned work location may change. In the case of remote work, physical presence in the office/on-site may be required to engage in face-to-face interaction, vendor training, and coordination of work amongst teams.
Education/ Experience
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Bachelor’s degree or at least five years of progressive training experience. Utility experience is preferred but not required.
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A demonstrated ability to create and facilitate technical and operational training programs and material for classroom and e-learning.
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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.
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Excellent facilitation, organizational, and time management skills with the ability to manage multiple programs and stakeholders
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A demonstrated knowledge of industry leading training methods, platforms, tools and learning management systems including proficiency in Microsoft Office and other related program software.
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Top Skills
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Preferred Qualifications
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Possesses knowledge and understanding of electric or gas policies, processes, systems, tariffs, and general practices and how to apply them effectively
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Knowledge and understanding of customer experience and systems within a regulated environment
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Exposure to utility regulations and policies
Capability Requirements
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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
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Impact and Influence: When working with employees to adapt the approach and consider what is important to the audience, tailoring message accordingly
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Team Player: Promotes team effectiveness by soliciting input from team members, communicating expectations and helping with root cause analysis and problem solving.
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