Job Description

Job Responsibilities

• Organizes, develops, plans, and executes all facets of the client Contact Center 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.

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

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.

Pay Range: $35 - $38 Hourly

The specific compensation for this position will be determined by a number of factors, including the scope, complexity and location of the role as well as the cost of labor in the market; the skills, education, training, credentials and experience of the candidate; and other conditions of employment. Our full-time consultants have access to benefits including medical, dental, vision and 401K contributions as well as any other PTO, sick leave, and other benefits mandated by appliable state or localities where you reside or work.

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