Training Specialist

Training Specialist

Location: Providence, RI – Hybrid

Schedule: Tuesday–Thursday onsite; manager is flexible with specific days

Contract: 2 years

Compensation: $30/hour

Swoon is supporting a utility company in hiring a Training Specialist to support the development and delivery of training programs within Customer Service Operations.

This role will focus on creating and facilitating engaging training programs for Contact Center and support teams, while partnering with operational and functional leaders to identify training needs, improve existing programs, and ensure employees have the knowledge and resources they need to be successful.

What You'll Do

• Develop, update, and deliver training programs for Contact Center and support teams.
• Create and improve Instructor-Led Training (ILT) modules, SOPs, job aids, eLearning materials, and assessments.
• Facilitate classroom training, demonstrations, workshops, meetings, and on-the-job training.
• Partner with Operations and Product teams to identify training gaps and future learning needs.
• Develop assessment criteria and evaluate training effectiveness.
• Track and report training participation, assessment results, retraining needs, and program improvements.
• Work closely with functional leaders and stakeholders to identify opportunities for process and training enhancements.
• Manage multiple training programs and projects while maintaining strong organization and attention to detail.
• Stay current with training methodologies, learning technologies, LMS platforms, and Microsoft Office tools.
• Build strong relationships with internal teams and external partners as needed.

What We're Looking For

• Bachelor's degree or 5 years of progressive training experience.
• Demonstrated experience developing and facilitating technical and/or operational training programs.
• Experience creating training materials for both classroom/ILT and e-learning environments.
• Strong presentation and facilitation skills with the ability to engage different audiences.
• Experience developing SOPs, job aids, assessments, and other learning materials.
• Strong organizational and time-management skills with the ability to manage multiple priorities and stakeholders.
• Proficiency with Microsoft Office and familiarity with Learning Management Systems (LMS).
• Strong written and verbal communication skills.

Nice to Have

• Experience working in a utility, energy, or regulated environment.
• Experience with e-learning authoring tools such as Articulate, Adobe Captivate, or similar platforms.

Interested? Apply today or reach out directly to learn more about the opportunity!