What are the responsibilities and job description for the Training Specialist position at Computer Enterprises, Inc.?
Job Details
Training Specialist & Contact for Center Operations
Job at a Glance
W2 Contract only no option for C2C
- Location: On-site, Cumberland, RI (5 days/week)
- Reports to: Supervisor of Training and QA, Customer Service Operations Support
- Callouts: Requires expertise in both training content development and delivery; must become a subject matter expert; utility industry experience is a plus
Responsibilities
- Organize, develop, plan, and execute all facets of the RIE Contact Center training curriculum, including ILT modules, procedure manuals, job aids, eLearning assets, and assessments for technical and operational training.
- Facilitate ILT and on-the-job training programs, demonstrations, meetings, and workshops using existing and new training resources, systems, and tools.
- Collaborate with operational and product teams to identify gaps in training curriculum and align on future training requirements or changes.
- Maintain and report on program participation, assessment outcomes, retraining requirements, and recommendations for program improvements.
- Engage with functional leaders and teams to implement training program requirements and drive continuous improvement.
- Develop and implement assessment criteria to evaluate training effectiveness and identify improvement opportunities.
- Stay updated with current training methods, techniques, and learning management systems to deliver best-in-class training experiences.
- Build strong internal and external relationships to gain and share best practice insights.
- Participate in emergency and storm roles during storm events and other critical situations impacting customer service.
- Remain flexible in work location as determined by company needs, which may include remote work or on-site presence for in-person coordination.
Qualifications
- Bachelor’s degree or a minimum of five years of progressive training experience; utility industry experience is preferred.
- Demonstrated ability to create and facilitate both technical and operational training for classroom and e-learning environments.
- Proven ability to absorb information from diverse stakeholders, craft practical training solutions, and deliver results in a technical and operational setting.
- Strong facilitation, organizational, and time management skills with the ability to manage multiple programs and stakeholders.
- Proficiency in training platforms, tools, and LMS; strong working knowledge of Microsoft Office and related software.
Preferred Qualifications
- Knowledge of electric/gas policies, systems, tariffs, and processes.
- Understanding of customer experience standards in a regulated environment.
- Familiarity with Rhode Island-specific regulations and policies.
Capability Requirements
- Understanding Others: Accurately interpret others’ communication or behavior, even when unclear, and anticipate responses.
- Impact and Influence: Adapt communication style and message to suit the audience, ensuring clarity and effectiveness.
- Team Player: Enhance team performance by encouraging input, setting expectations, and supporting collaborative problem-solving.
About the Client Our client is a leading provider in the energy sector, focused on delivering exceptional service and reliability. This organization values innovation, operational excellence, and employee development as core to its mission of powering communities and supporting customer needs.
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