Training Specialist II

Job at a Glance

• Title: Training Specialist II
• Location: Johnston, RI (Hybrid; on-site Tues–Thurs)
• Contract: W2 only, 12 month contract with potential for extension or conversion to full time with the client.
• Pay: $ 30-35/hour + optional medical, dental, vision, 401(k) match

Overview

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 role creates new, and improves upon existing, training resources and assets while supporting training program coordination, implementation, and reporting aligned to evolving systems, tools, and procedures.

Key Responsibilities

• 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
• 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
• 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
• Maintains and reports on program participation, assessment results, retraining requirements and suggested improvements to overall training program and strategy
• Engages with functional leaders and teams to implement training program requirements and drive continuous enhancements to training programs and practices
• Develops and implements assessment criteria and process to evaluate overall program effectiveness and identify improvement opportunities
• 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

Required Skills

• Builds strong internal and external relationships to gain and share best practice insights
• 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
• 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.

Required Education

• Bachelor’s degree or at least five years of progressive training experience.

Preferred Skills

• Looking for a Candidate that can develop content/deliver it.
• Utilities experience.
• A candidate that can become a subject matter expert.
• Possesses knowledge and understanding of 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 utility regulations and policies

Join a training organization focused on delivering a best-in-class customer experience through continually improving curriculum, tools, and program effectiveness in a highly technical, operational environment.

About CEI:

As a trusted technology partner, CEI delivers solutions that help our customers transform their business and achieve meaningful results. From strategy and custom application development through application management - our technology and digital experience services are tailored to meet each unique need of our customers. Our staffing solutions bring specialized skills to complement our customers' workforce and project requirements.

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