Training Architect: Customer Service LMS & Curriculum

PTR Global; Providence (RI); Hybrid; USD 60,000 - 85,000; Full time

Job summary

Rhode Island Energy in Providence is seeking a Training Specialist II to develop and execute the Contact Center training curriculum, equipping agents to deliver a best-in-class customer experience.

You’ll create and refine ILT modules, SOPs, job aids, assessments, and supporting LMS resources, collaborate with product teams, and report on program effectiveness. The role may require on-site, remote, or hybrid arrangements and entails emergency/storm coverage.

Qualifications

• Bachelor’s degree or 5+ years of progressive training experience.
• Experience creating and facilitating technical and operational training for classroom and e-learning.
• Ability to absorb information from diverse stakeholders and deliver timely results in a technical environment.
• Excellent facilitation, organizational, and time management skills.
• Knowledge of training methods and LMS proficiency.

Responsibilities

• Organize and execute all facets of the RIE Contact Center training curriculum, including ILT modules, manuals, job aids, eLearning assets, and assessments.
• Facilitate instructor-led and on-the-job training programs, meetings, and workshops using existing and new resources.
• Collaborate with operational and product teams to identify gaps and align on future training requirements.
• Maintain and report on program participation, assessment results, retraining needs, and suggested improvements.

Skills

Curriculum development

Facilitation

LMS knowledge

Instructional design

Education

Bachelor’s degree

Tools

Microsoft Office

LMS

Job description

Rhode Island Energy in Providence is seeking a Training Specialist II to develop and execute the Contact Center training curriculum, equipping agents to deliver a best-in-class customer experience.

You’ll create and refine ILT modules, SOPs, job aids, assessments, and supporting LMS resources, collaborate with product teams, and report on program effectiveness. The role may require on-site, remote, or hybrid arrangements and entails emergency/storm coverage.