Call Center Training Architect

Public Service Company of New Mexico (PNM); Albuquerque (NM); On-site; USD 65,000 - 90,000; Full time

Job summary

Public Service Company of New Mexico (PNM) is seeking a Training Specialist to develop, maintain, and assess Customer Experience training programs. The role ensures consistency across new hire and ongoing training, working with management to deploy strategies and improve processes within the contact center.

The position involves creating and updating documentation, coordinating with subject matter experts, and designing materials and intranet resources to support organizational goals and

Qualifications

• Bachelor’s degree in a related field with 1–3 years of related experience, or equivalent combo of education and related experience.

Responsibilities

• Develops and maintains CSU training programs and materials.

Skills

Leadership

Adult learning theory

Instructional design

Communication skills

Project management

Training delivery

Education

Bachelor’s degree

Tools

SharePoint

Articulate/Adobe Captivate

MS Office (Word, Excel, PowerPoint)

Learning management systems

Banner system

Job description

Public Service Company of New Mexico (PNM) is seeking a Training Specialist to develop, maintain, and assess Customer Experience training programs. The role ensures consistency across new hire and ongoing training, working with management to deploy strategies and improve processes within the contact center.

The position involves creating and updating documentation, coordinating with subject matter experts, and designing materials and intranet resources to support organizational goals and