Call Center Training Specialist (Temporary Position)

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

Job Description

This is a temporary position and employment is through a staffing vendor.

Summary

Under direct supervision accountable for the implementation, development, maintenance, and creation of the overall Customer Experience procedure/process documentation. Researches, designs, updates, conducts, and coordinates the development, implementation, and assessment of the Customer Service Unit (CSU) technical and soft skills training programs, and materials. Accountable for overseeing implementation of new and existing programs, processes and policies. Ensure consistency and collaboration on all new hire and reoccurring training and knowledge needs of the business to support the organizational goals as well as technology. Works closely with management to develop and deploy training strategies and initiatives. Maintains metrics, benchmarking, and continuous process improvement for contact center development and training initiatives. Assists in the design of the internal intranets and training and knowledge base framework.

Essential Duties And Responsibilities

Work closely with subject matter experts to collect the information and details necessary for the full development of each document, and to test/verify the accuracy of the work to ensure procedures are properly and fully integrated into training materials

Job Description

This is a temporary position and employment is through a staffing vendor.

Summary

Under direct supervision accountable for the implementation, development, maintenance, and creation of the overall Customer Experience procedure/process documentation. Researches, designs, updates, conducts, and coordinates the development, implementation, and assessment of the Customer Service Unit (CSU) technical and soft skills training programs, and materials. Accountable for overseeing implementation of new and existing programs, processes and policies. Ensure consistency and collaboration on all new hire and reoccurring training and knowledge needs of the business to support the organizational goals as well as technology. Works closely with management to develop and deploy training strategies and initiatives. Maintains metrics, benchmarking, and continuous process improvement for contact center development and training initiatives. Assists in the design of the internal intranets and training and knowledge base framework.

Essential Duties And Responsibilities

• Maintains the technical aspect of all documents, including using styles and adhering to standards in templates and style guides
• Delivers new hire and ongoing refresher training to the contact center
• Conducts training and communications research, strategic planning and implementation, guidance, and support to line organizations and management
• Reviews and analyzes CSU operations and quality assessment data, and works with the customer service leadership and other PNM departments to identify and describe immediate and long-term training needs
• Reviews and analyzes new process changes, marketing programs and company initiatives to help design, create and initiate the most effective training needed.
• Maintains and creates web pages and training applications as needed for new program information in SharePoint and designs the corresponding job aids for employee use on the customer service website.
• Works on projects as needed that directly impact employee training, development and employee communications that affect the contact center.
• Developments the cognitive, affective, and psychomotor learning objectives for courses.
• Designs and implements the revision of training resources and materials, including instructor guides, presentation, and trainee materials.
• Works with contact center leadership to plan, conduct, coordinate, and administer training classes, workshops, and seminars.
• Works with subject matter experts to evaluate and select appropriate training media, define course content, and develop assessment tests.
• Designs and implements procedures to evaluate progress and performance of trainees to determine the effectiveness of methods, materials, and courses in meeting training objectives.
• Plans, schedules, and coordinates resources to ensure training services are delivered on schedule and within budget.
• Maintains metrics, benchmarking and continuous process improvement reporting for call center development and training initiatives.

Competencies

• Demonstrated leadership skills with customer service, interpersonal communication skills, and the ability to coach and mentor others.
• In depth knowledge and experience in the principles of adult instruction, cognitive learning, and applied learning theory.
• In depth knowledge and understanding of customer service operations, systems, processes, procedures, and standards.
• In depth knowledge of customer service processes, procedures, work instructions and programs.
• In depth knowledge of company contacts as they are associated with customer service.
• In depth working knowledge of the low-income programs, Energy Efficiency and all other marketing and company initiatives .
• Experience using the principles of instructional system design for technical training applications; knowledge of psychometrically valid testing requirements.
• Strong knowledge and technical skills in web application, web design and theory.
• Ability to be highly creative and innovative in designing training in an effective and efficient manner.
• Project management skills .
• Excellent written and verbal communication skills.
• Ability to manage, plan, and organize several concurrent complex activities under severe time constraints with limited supervision .
• Action-oriented, detail-oriented, goal-oriented.
• Ability to multi-task and effectively manage time in a dynamic environment.
• Ability to maintain positive and productive working relationships with various individuals and groups.

MINIMUM EDUCATION AND/OR EXPERIENCE

Bachelor¿s degree in a related field with one to three years of related experience, or equivalent combination of education and/or experience related to the discipline.

Certificates, Licenses, Registrations

Certified Technical Trainer qualification is preferred.

Communication Skills

• Ability to effectively and clearly communicate to employees regarding process changes, new programs and provide clear understandable work instructions.
• Ability to write reports, business correspondence, work instructions, job aides and procedure manuals.
• Ability to write speeches and articles using original and innovative techniques.
• Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals.
• Ability to respond effectively to highly sensitive inquiries or complaints.
• Ability to effectively give persuasive speeches and presentations on controversial or complex topics to various audiences.
• Ability to speak clearly and persuasively in positive or negative situations.
• Ability to effectively listen and get clarification to respond to a wide-range of questions.
• Ability to effectively present information in one-on-one and group situations to customers, clients, and other employees of the organization.

Mathematical Skills

• Ability to apply the concepts of fractions, percentages, ratios, and proportions to practical situations
• Ability to compute rate, ratio, and percent
• Ability to draw and interpret bar graphs
• Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals

Computer Skills

• Knowledge of word processing, spreadsheet, database, Microsoft Front Page, Sharepoint, Adobe Captivate, and presentation software
• Working knowledge of web applications, design, and theory.
• Working knowledge of Banner

Physical Demands

Ability to sit up to 2/3 of the time and to stand, walk, and stoop up to 1/3 of the time. Good vision and ability to adjust focus is required. Manual dexterity is required. Must occasionally lift and/or move up to 10 pounds.

Work Environment

Office environment.

SAFETY AND ADA STATEMENT

Safety Statement

Safety is a core value at (TXNM Energy/PNM/TNMP) and our vision, "everyone goes home safe", reflects our commitment to promoting an environment conducive to learning, improving and building safety practices. Our safety value is built upon the belief that every employee deserves to work in an environment free from harm.

Americans With Disabilities Act (ADA) Statement

If you require assistance with the job application process due to a disability, please contact HR ADA Analyst, at 505-241-4627.