Job Summary: Training Specialist II (Hybrid Providence, RI)
About the Role
Join our Customer Service Operations Support team as a Training Specialist II and play a vital role in shaping the learning and development strategy for our Client Contact Center. Reporting to the Supervisor of Training and QA, you will design, deliver, and continually enhance training programs that empower employees to offer a best-in-class customer experience. This dynamic hybrid position offers the flexibility to work in our Johnston office (Tues-Thurs, with flexibility) and provides opportunities to become a subject matter expert and key contributor to our training evolution.
Responsibilities
- Develop, organize, and implement a comprehensive Contact Center training curriculum, including instructor-led modules, eLearning assets, and assessments.
- Facilitate engaging in-person and virtual training sessions, workshops, and demonstrations for technical and operational topics.
- Collaborate with cross-functional teams to identify training requirements and address curriculum gaps.
- Maintain accurate training records, report on participation and effectiveness, and recommend continuous improvements.
- Develop and apply assessment criteria to measure training outcomes and enhance program quality.
- Stay current with leading training methodologies, tools, and learning management systems to deliver an exceptional training experience.
- Build and nurture relationships with internal and external partners to share and adopt best practices.
- Participate in emergency response roles during storm events or critical incidents to support company operations.
Required Skills and Experience
- Bachelor's degree or minimum five years of progressive training experience.
- Proven ability to create and facilitate both technical and operational training (classroom and e-learning).
- Strong organizational, facilitation, and time management skills with experience managing multiple programs.
- Knowledge of modern training methods, learning management systems, and proficiency with Microsoft Office.
Preferred Skills
- Understanding of electric or gas utility operations, policies, and systems.
- Familiarity with regulated customer service environments.
- Exposure to Rhode Island regulations and policies.
Benefits
- Hybrid work schedule with manager flexibility.
- Opportunity to become a subject matter expert and drive impactful training initiatives.
- Collaborative and supportive team culture.
- Direct involvement in business-critical projects and emergency response roles.
- Professional development through exposure to advanced training tools and methodologies.
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