Training Specialist II

Lancesoft; Providence (RI); Hybrid; USD 41,000 - 48,000; Full time

Job summary

Lancesoft is seeking a Training Specialist to develop and deliver a comprehensive training curriculum for Customer Service Operations Support. You will create new resources and refine existing ILT modules, SOPs, job aids, assessments, and program execution information to ensure a best-in-class customer experience.

The role is hybrid at the Johnston, RI office (Tuesdays through Thursdays; manager flexible). Requires ability to absorb information from multiple stakeholders and translate it into

Qualifications

• Bachelor's degree or 5+ years progressive training experience.
• Ability to create and facilitate technical training for classroom and e-learning.
• Absorb information from many stakeholders to deliver practical training.
• Excellent facilitation, organization and time management skills.
• Knowledge of industry-leading training methods and LMS tools.

Responsibilities

• Develop and execute training curriculum for customer service operations.
• Create new resources and improve ILT modules, SOPs, job aids, and assessments.
• Coordinate program execution information and align with systems and procedures.
• Identify and drive enhancements to training material based on evaluations.
• Deliver timely results in a highly technical, operational environment.

Skills

Content development

Training facilitation

Learning management systems

Stakeholder management

Microsoft Office

Education

Bachelor's degree or 5+ years training experience

Utility industry experience preferred

Tools

Learning Management Systems

Job description

Pay Range: $30-35/hr Duration: 1 year assignment with possibility for extension

Callouts:

• Looking for a Candidate that can develop content/deliver it.
• A candidate that can become a subject matter expert.
• This is a Hybrid role at Johnston office, Tues - Thurs (Manager is flexible with the days)

Job Summary:

Reporting to the Supervisor of Training and QA in Customer Service Operations Support, the Training Specialist is responsible for the development and execution of training curriculum, ensuring employees are fully equipped to deliver a best-in-class customer experience. This individual will create new, and improve upon existing, training resources and assets including Instructor Led Training (ILT) modules, standard operating procedures, job aids, assessments and supporting program execution information. The overall training program coordination, implementation, and reporting will be managed by the training team in alignment with newly developed and changing Customer and Product systems, tools, and procedures. Additionally, this individual will be responsible for identifying and continually driving enhancements to training material based on program effectiveness and evaluations, in alignment with evolving organizational priorities and strategy.

Education/ Experience:

• Bachelor's degree or at least five years of progressive training experience. Utility experience is preferred but not required.
• A demonstrated ability to create and facilitate technical and operational training programs and material for classroom and e-learning.
• Ability to absorb information from a myriad of stakeholders and functions, develop creative/practical business and training solutions, and achieve desired, timely results in a highly technical, operational environment is required.
• Excellent facilitation, organizational, and time management skills with the ability to manage multiple programs and stakeholders
• A demonstrated knowledge of industry leading training methods, platforms, tools and learning management systems including proficiency in Microsoft Office and other related program software.

Preferred Qualifications:

• Possesses knowledge and understanding of electric or gas policies, processes, systems, tariffs, and general practices and how to apply them effectively
• Knowledge and understanding of customer experience and systems within a regulated environment
• Exposure to utility regulations and policies

Capability Requirements:

• Understanding Others: When dealing with internal / external diverse stakeholders understanding what someone is saying or feeling, even if person is not clear, and can accurately predict how someone may respond
• Impact and Influence: When working with employees to adapt the approach and consider what is important to the audience, tailoring message accordingly
• Team Player: Promotes team effectiveness by soliciting input from team members, communicating expectations and helping with root cause analysis and problem solving.