This position will sit onsite in the Providence, RI area.
Job Summary
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.
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.
Job Responsibilities
Organizes, develops, plans, and executes all facets of the Client 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
Education/ Experience
Bachelor's degree or at least five years of progressive training experience. Utility experience is preferred but not required.