Training Specialist

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

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.