Customer Service Training Specialist

SOFT's client located in Cumberland, RI ( Hybrid ) is looking for a Customer Service Training Specialist for a long term contract assignment.
Callouts:
- Looking for a Candidate that can develop content/deliver it.
- Someone that can become a subject matter expert.
- Hybrid in Cumberland, RI 3 days a week/ 2 days from home

Job Responsibilities

• Organizes, develops, plans, and executes all facets of the 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.
• Emergency and storm role commitment; a special assignment during storm events and other emergencies when the company needs to restore power or respond to other issues affecting customer service.
• 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.

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.

Job Types: Full-time, Contract

Pay: $30.00 - $35.00 per hour

Shift:

• Day shift
• Morning shift

Experience:

• learning management systems (LMS);: 5 years (Required)
• engage in face-to-face interaction,: 5 years (Required)
• highly technical, operational environment: 5 years (Required)
• Contact Center training curriculum: 5 years (Required)

Ability to Commute:

• Cumberland, RI (Required)

Ability to Relocate:

• Cumberland, RI: Relocate before starting work (Preferred)

Work Location: Hybrid remote in Cumberland, RI

Salary : $30 - $35