Job Description
Pay Range: $25 - $29/hr on W2
Length of Assignment: 2 years with possibility for extension.
Callouts:
Role is fully remote, but candidates must be able to attend occasional in-person meetings in Rhode Island when required.
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:
Capability Requirements
Length of Assignment: 2 years with possibility for extension.
Callouts:
Role is fully remote, but candidates must be able to attend occasional in-person meetings in Rhode Island when required.
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.
- 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.
Numbers & Facts
| Location | Remote, VA (Remote) |
| Industry | Staffing/Employment Agencies |
| Salary | $25 |
| Company Size | 2,000 to 2,499 employees |
| Year Founded | 2000 |
| Website | http://www.lancesoft.com/ |
About Company
We are a $125 Million, NMSDC-certified Minority & Woman owned Workforce Solutions Company headquartered in the DC metro area with presence across US with global presence - Canada, Mexico, India, UK, Malaysia, Indonasia, Hongkong, Singapore, UAE. We are specialized in providing Workforce Solutions, SOW project delivery, Engineering Solutions, Creative Services. We currently support 100+ Fortune companies globally and across multiple industry segments. We are currently supporting several massive programs across industry segment nationally/globally (Intel, Ally, AMD, QUALCOMM, Morgan Stanley, Kraft/ Mondelez, MNP, Amdocs, Dell, SanDisk, Medtronic, Becton Dickinson, GE, Lockheed Martin, UTC, L-3 Communications, Caterpillar, BMW, Mercedes Benz, National Grid, Dominion, Energy Future Holdings, PSEG, 3M, Fidelity, Aetna, Humana, Johnson & Johnson, Pfizer, Merck etc).
All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender, identity, national origin, disability, or protected veteran status.
Skills
- Business Strategyunmatched
- Call Centersunmatched
- Customer Experienceunmatched
- Customer Service Operationsunmatched
- Customer Support/Serviceunmatched
- Develop and Maintain Customersunmatched
- Learning Management System (LMS)unmatched
- Microsoft Officeunmatched
- Organizational Skillsunmatched
- Problem Solving Skillsunmatched
- Program Evaluationunmatched
- Project/Program Coordinationunmatched
- Project/Program Managementunmatched
- Quality Assuranceunmatched
- Regulationsunmatched
- Root Cause Analysisunmatched
- Standard Operating Procedures (SOP)unmatched
- Team Playerunmatched
- Time Managementunmatched
- Training Programunmatched
- Training/Teachingunmatched
- Training/Teaching Curriculumunmatched
- eLearningunmatched
Level up your application
Professional resume templates
Browse dozens of recruiter approved resume templates, layouts and formats. Choose your favorite and make it your own in minutes.
Free resume templatesFree resume builder
Improve your existing resume or start from scratch and create a standout, ATS-friendly resume. Add job-specific content, download and apply.
Free resume builder