Training Specialist II

Location: Providence, Rhode Island

Duration: Contract

Job ID: 179748

Pay Range: $30- $38

Job Description:

Job Overview:

The Training Specialist II will report to the Supervisor of Training and QA in Customer Service Operations Support. This role is responsible for developing and executing the Rhode Island Energy Contact Center training curriculum to ensure employees are fully equipped to deliver a best-in-class customer experience. The individual will create and enhance training resources, including Instructor Led Training (ILT) modules, standard operating procedures, job aids, assessments, and supporting program execution information. The role involves coordinating, implementing, and reporting on the training program in alignment with evolving customer and product systems, tools, and procedures. Additionally, the Training Specialist will identify and drive enhancements to training materials based on program effectiveness and evaluations, ensuring alignment with organizational priorities and strategies.

Responsibilities:

• Organize, develop, plan, and execute all facets of the RIE Contact Center training curriculum, including instructor-led training modules, procedure manuals, job aids, eLearning assets, and assessments.
• Facilitate instructor-led 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 and address gaps in training curriculum and align on future training requirements or changes.
• Maintain and report on program participation, assessment results, retraining requirements, and suggested improvements to the overall training program and strategy.
• Engage with functional leaders and teams to implement training program requirements and drive continuous enhancements to training programs and practices.
• Develop and implement assessment criteria and processes to evaluate program effectiveness and identify improvement opportunities.
• Stay updated on and leverage the latest training methods, techniques, and learning management systems (LMS) to deliver a best-in-class training experience.
• Build strong internal and external relationships to gain and share best practice insights.
• Commit to emergency and storm roles, including special assignments during storm events and other emergencies requiring customer service support.
• Adapt to work location requirements, which may include on-site, remote, or hybrid arrangements, as determined by the company.

Qualifications:

• Bachelor's degree or at least five years of progressive training experience. Utility experience is preferred but not required.
• Proven ability to create and facilitate technical and operational training programs and materials for classroom and e-learning environments.
• Ability to absorb information from diverse stakeholders and functions, develop creative and practical business and training solutions, and achieve timely results in a technical, operational environment.
• Excellent facilitation, organizational, and time management skills with the ability to manage multiple programs and stakeholders.
• Knowledge of industry-leading training methods, platforms, tools, and learning management systems, including proficiency in Microsoft Office and related software.

Preferred Qualifications:

• Knowledge and understanding of Rhode Island Energy's electric or gas policies, processes, systems, tariffs, and general practices.
• Familiarity with customer experience and systems within a regulated environment.
• Exposure to Rhode Island regulations and policies.

Capability Requirements:

• Understanding Others: Ability to understand what someone is saying or feeling, even if unclear, and accurately predict their response.
• Impact and Influence: Adapt approach and tailor messages to the audience, considering their priorities.
• Team Player: Promote team effectiveness by soliciting input, communicating expectations, and assisting with problem-solving.

About PTR Global: PTR Global is a leading provider of information technology and workforce solutions. PTR Global has become one of the largest providers in its industry, with over 5000 professionals providing services across the U.S. and Canada.

At PTR Global, we understand the importance of your privacy and security. We NEVER ASK job applicants to:

• Pay any fee to be considered for, submitted to, or selected for any opportunity.
• Purchase any product, service, or gift cards from us or for us as part of an application, interview, or selection process.
• Provide sensitive financial information such as credit card numbers or banking information. Successfully placed or hired candidates would only be asked for banking details after accepting an offer from us during our official onboarding processes as part of payroll setup.

The specific compensation for this position will be determined by several factors, including the scope, complexity, and location of the role, as well as the cost of labor in the market; the skills, education, training, credentials, and experience of the candidate; and other conditions of employment. Our full-time consultants have access to benefits, including medical, dental, vision, and 401K contributions, as well as PTO, sick leave, and other benefits mandated by applicable state or localities where you reside or work.