Customer Care Training Leader for Multi-Site Ops

NRG Energy; Lindon (UT); On-site; USD 75,000 - 110,000; Full time

Job summary

NRG Energy is seeking a Customer Care Training Associate Manager to lead training operations across multiple BPO partners. You will develop training leaders, drive program effectiveness, and align learning with business goals and customer experience standards.

You will partner with Operations, Quality, WFM, Instructional Design, and BPO leaders to boost learner readiness, identify performance gaps, and implement targeted improvements while ensuring consistent execution across sites.

Qualifications

• Bachelor's degree or equivalent work experience required.
• Two or more years leading a high performing team.
• Two or more years of experience in training, learning and development, or corporate training.
• Two or more years of experience in customer service, contact center operations, or a related business environment.
• Experience supporting Business Process Outsourcing (BPO) operations or geographically dispersed teams.
• Demonstrated ability to build relationships and that lead to business impact and outcomes across teams and stakeholder groups.
• Experience using performance data and stakeholder feedback to evaluate training effectiveness and identify improvement opportunities.
• Ability to travel and adjust work hours to support U.S. and international Partner operations.

Responsibilities

• Lead, coach, and develop training leaders and trainers supporting multiple lines of business and sites.
• Establish performance expectations and drive accountability for trainer effectiveness and learner readiness.
• Foster a culture of continuous improvement, collaboration, and operational excellence.
• Drive execution of Customer Care Training strategies by collaborating with sites to develop and achieve goals aligned with organizational training priorities.
• Evaluate training effectiveness using performance data, operational outcomes, and stakeholder feedback.
• Partner with stakeholders to identify performance gaps and implement targeted improvement plans.
• Partner with US Training leadership team to drive strategic initiatives, enhance team effectiveness, and communicate key updates across BPO sites.
• Provide feedback on success of the training program and help initiate new ideas to improve the program.
• Lead training readiness efforts for new business launches, site expansions, and major operational initiatives.
• Coordinate cross-functional activities to support successful implementation of training programs and business changes.
• Drive consistency in training processes, standards, and expectations across supported locations.
• Build strong partnerships with Operations, Quality, Workforce Management, Instructional Design, and BPO partners.
• Provide consultation and guidance on training needs, learner readiness, and performance improvement opportunities.
• Communicate training performance, risks, and recommendations to leaders and stakeholders.

Skills

Leadership

Coaching

Performance data analysis

Communication

Relationship building

Project management

Cross-functional collaboration

Adaptability

Stakeholder management

Education

Bachelor's degree or equivalent

Tools

Microsoft 365

Job description

NRG Energy is seeking a Customer Care Training Associate Manager to lead training operations across multiple BPO partners. You will develop training leaders, drive program effectiveness, and align learning with business goals and customer experience standards.

You will partner with Operations, Quality, WFM, Instructional Design, and BPO leaders to boost learner readiness, identify performance gaps, and implement targeted improvements while ensuring consistent execution across sites.