Call Center Training Specialist (Temporary Position)

About the Role

This is a temporary position, employed through a staffing vendor. Under direct supervision, this role is accountable for the implementation, development, maintenance, and creation of the overall Customer Experience procedure/process documentation. It involves researching, designing, updating, conducting, and coordinating the development, implementation, and assessment of the Customer Service Unit (CSU) technical and soft skills training programs and materials.

Responsibilities

• Work closely with subject matter experts to collect information and details for document development, ensuring accuracy and integration into training materials.
• Maintain technical aspects of documents, adhering to templates and style guides.
• Deliver new hire and refresher training to the contact center.
• Conduct training and communications research, strategic planning, and provide guidance and support to line organizations and management.
• Review and analyze CSU operations and quality assessment data to identify training needs.
• Design and create training materials for new process changes, marketing programs, and company initiatives.
• Maintain and create web pages and training applications in SharePoint, designing corresponding job aids.
• Work on projects impacting employee training, development, and communications.
• Develop cognitive, affective, and psychomotor learning objectives for courses.
• Design and revise training resources, including instructor guides and trainee materials.
• Plan, conduct, and coordinate training classes, workshops, and seminars with contact center leadership.
• Evaluate and select training media, define course content, and develop assessment tests with subject matter experts.
• Implement procedures to evaluate trainee progress and training effectiveness.
• Plan, schedule, and coordinate resources to ensure timely and budget-compliant training delivery.
• Maintain metrics, benchmarking, and continuous process improvement reporting for training initiatives.

Qualifications

• Bachelor’s degree in a related field with 1-3 years of related experience, or equivalent combination of education and experience.
• Certified Technical Trainer qualification is preferred.

Skills

• Demonstrated leadership, customer service, and interpersonal communication skills.
• In-depth knowledge of adult instruction, cognitive learning, and applied learning theory.
• Understanding of customer service operations, systems, processes, and standards.
• Knowledge of customer service processes, procedures, and programs.
• Working knowledge of low-income programs, Energy Efficiency, and company initiatives.
• Experience in instructional system design and psychometrically valid testing requirements.
• Strong web application, design, and theory skills.
• Creativity and innovation in training design.
• Project management skills.
• Excellent written and verbal communication skills.
• Ability to manage multiple complex activities under time constraints with limited supervision.
• Action-oriented, detail-oriented, and goal-oriented.
• Ability to multi-task and manage time in a dynamic environment.
• Positive and productive relationship-building skills.

Communication Skills

• Effectively communicate process changes, new programs, and work instructions.
• Write reports, business correspondence, work instructions, job aides, and procedure manuals.
• Create speeches and articles using original and innovative techniques.
• Read and interpret safety rules, operating instructions, and procedure manuals.
• Respond to sensitive inquiries or complaints.
• Deliver persuasive speeches and presentations on complex topics.
• Speak clearly and persuasively in various situations.
• Listen effectively and respond to a wide range of questions.
• Present information in one-on-one and group settings.

Mathematical Skills

• Apply fractions, percentages, ratios, and proportions to practical situations.
• Compute rate, ratio, and percent.
• Draw and interpret bar graphs.
• Perform basic arithmetic operations with whole numbers, fractions, and decimals.

Computer Skills

• Proficiency in word processing, spreadsheet, database, Microsoft Front Page, SharePoint, Adobe Captivate, and presentation software.
• Working knowledge of web applications, design, and theory.
• Working knowledge of Banner.

Physical Demands

• Sit up to 2/3 of the time; stand, walk, and stoop up to 1/3 of the time.
• Good vision and ability to adjust focus.
• Manual dexterity required.
• Occasionally lift and/or move up to 10 pounds.

Work Environment

Office environment.

Safety Statement: Safety is a core value, with a vision of "everyone goes home safe," reflecting a commitment to an environment conducive to learning and improving safety practices.

Americans With Disabilities Act (ADA) Statement: Assistance with the job application process due to a disability is available by contacting the HR ADA Analyst at 505-241-4627.