Training Specialist

Position Overview: We are seeking a Training Specialist II to develop, enhance, and deliver training programs that support Contact Center operations and customer service excellence. This individual will be responsible for creating engaging training materials, facilitating instructor-led and virtual training sessions, maintaining learning resources, and driving continuous improvements to training programs. The ideal candidate is a skilled training professional with experience developing technical and operational training content, facilitating learning programs, and collaborating with cross-functional stakeholders.

Key Responsibilities: Design, develop, and maintain training curriculum, including instructor-led training (ILT), eLearning modules, job aids, procedure manuals, and assessments. Facilitate classroom, virtual, and on-the-job training programs. Partner with business and operational teams to identify training gaps and support new initiatives. Track and report on training participation, assessment results, retraining needs, and program effectiveness. Develop evaluation methods to measure training success and identify opportunities for improvement. Continuously enhance training materials and delivery methods based on organizational needs and feedback. Maintain expertise in modern training techniques, learning platforms, and Learning Management Systems (LMS).Build strong relationships with stakeholders across multiple departments. Support emergency response and business continuity initiatives when required. Participate in occasional onsite meetings, training sessions, and team collaboration activities.

Required Qualifications: Bachelor's degree or at least 5 years of progressive training experience. Experience developing and facilitating technical and operational training programs. Strong instructional design and curriculum development experience. Proven ability to create training materials for classroom and eLearning environments. Excellent facilitation, presentation, organizational, and time management skills. Ability to work with multiple stakeholders and translate complex information into effective learning solutions. Experience managing multiple projects and priorities in a fast-paced environment. Proficiency with Microsoft Office and Learning Management Systems (LMS).

Preferred Qualifications: Utility industry experience. Experience working in a regulated environment. Knowledge of customer service operations and customer experience programs. Familiarity with utility processes, systems, policies, and procedures.