Training Specialist - Customer Contact Center

CEI; Johnston (RI); Hybrid; USD 41,000 - 48,000; Full time

Job summary

CEI is seeking an Instructional Design & Training Specialist in Johnston, RI, offering a hybrid work arrangement onsite Tue–Thu. The role focuses on creating instructor-led and e-learning content, developing training materials, and partnering with stakeholders to optimize customer service processes.

The ideal candidate has a bachelor’s degree or 5+ years in progressive training roles, strong content development skills, and experience with LMS and MS Office.

Qualifications

• Bachelor's degree or 5+ years of progressive training experience.
• Experience developing and delivering technical or operational training programs.
• Strong content development skills, including training presentations, manuals, job aids, assessments, and eLearning materials.
• Ability to quickly learn complex business processes and become a subject matter expert.
• Experience working with multiple stakeholders to gather information and develop effective training solutions.
• Excellent presentation, facilitation, organizational, and project management skills.
• Proficiency with Microsoft Office and Learning Management Systems (LMS).
• Ability to manage multiple projects and priorities in a fast-paced environment.

Responsibilities

• Design, develop, and maintain training programs, including ILT, eLearning, job aids, SOPs, and assessments.
• Facilitate classroom, virtual, and on-the-job training sessions for Contact Center employees and teams.
• Partner with operational, product, and business stakeholders to identify training gaps and update curricula.
• Evaluate training effectiveness through assessments, participation metrics, and reporting.
• Recommend and implement continuous improvements to training programs and delivery methods.
• Develop criteria to measure learning outcomes and program success.
• Maintain training documentation, records, and retraining reporting.
• Stay current on training best practices, LMS, and learning technologies.
• Build relationships across departments to align training with business objectives.
• Support emergency and storm response training as assigned.

Skills

Content development

Training program design

Stakeholder collaboration

Presentation & facilitation

Project management

MS Office

LMS

Education

Bachelor's degree

Tools

LMS

Job description

Instructional Design & Training Specialist

Location: Johnston, RI (Hybrid: Onsite Tuesday-Thursday)

Contract Length: 24 months

Pay Rate: $30-$35

Position Summary

This position will create and facilitate instructor-led and e-learning content, develop training materials and assessments, and partner with business stakeholders to identify training needs and improve program effectiveness. The ideal candidate is both a skilled content developer and trainer who can quickly become a subject matter expert on customer service processes, systems, and procedures.

Key Responsibilities

• Design, develop, and maintain training programs, including instructor-led training (ILT), eLearning modules, job aids, standard operating procedures, and assessments.
• Facilitate classroom, virtual, and on-the-job training sessions for Contact Center employees and supporting teams.
• Partner with operational, product, and business stakeholders to identify training gaps and implement curriculum updates.
• Evaluate training effectiveness through assessments, participation metrics, and performance reporting.
• Recommend and implement continuous improvements to training programs, materials, and delivery methods.
• Develop criteria and processes to measure learning outcomes and program success.
• Maintain training documentation, records, and reporting related to employee progress and retraining requirements.
• Stay current on training best practices, learning technologies, and Learning Management Systems (LMS).
• Build strong relationships across departments to share knowledge and align training initiatives with business objectives.
• Support emergency and storm response efforts as assigned.

Required Qualifications

• Bachelor's degree or 5+ years of progressive training experience.
• Experience developing and delivering technical or operational training programs.
• Strong content development skills, including training presentations, manuals, job aids, assessments, and eLearning materials.
• Ability to quickly learn complex business processes and become a subject matter expert.
• Experience working with multiple stakeholders to gather information and develop effective training solutions.
• Excellent presentation, facilitation, organizational, and project management skills.
• Proficiency with Microsoft Office and Learning Management Systems (LMS).
• Ability to manage multiple projects and priorities in a fast-paced environment.

Key Competencies

• Training & Facilitation: Strong ability to create engaging learning experiences and deliver effective training.
• Subject Matter Expertise: Ability to quickly learn systems, processes, and operational procedures.
• Communication & Influence: Tailors communication style to different audiences and stakeholders.
• Collaboration: Works effectively across teams to solve problems and drive results.
• Analytical Thinking: Evaluates program effectiveness and identifies opportunities for improvement.
• Customer Focus: Supports initiatives that enhance the customer experience and operational excellence.

Why Should I Apply?

This role offers an opportunity to develop expertise in training within a dynamic utility environment, contributing to a critical customer service function. Join a team committed to continuous improvement and impactful training solutions.

About CEI:

As a trusted technology partner, CEI delivers solutions that help our customers transform their business and achieve meaningful results. From strategy and custom application development through application management - our technology and digital experience services are tailored to meet each unique need of our customers. Our staffing solutions bring specialized skills to complement our customers' workforce and project requirements.