Customer Experience Trainer

About the role

Responsible for developing and delivering high quality training in various formats (online, facilitator led, virtual, simulations and informal learning) to Customer Experience business units and at times departments outside of Customer Experience.

Responsibilities

• Designs, develops, and delivers training and informational programs utilizing Adult Learning theory, course design practices and utilizing various formats (e learning, facilitator led, virtual, etc.) to create a highly effective blended learning environment.
• Ensures a high quality of training programs, materials, and presentations.
• Analyzes training and development needs through research, data collection, focus groups and other methods, resulting in measurable training requirements for technical and non-technical training in support of small to medium sized training projects.
• Create action plans to address identified knowledge and process gaps.
• Develop and deliver Customer Experience Training, refresher training, skill based and technical training (new products, processes, and systems).
• Leverage a variety of facilitation methodologies including lectures, role play, simulations, case studies, technology-based training, or e-learning effectively.
• Partner with various TEC/PGS business units, maintaining awareness of organizational changes to modify and maintain existing instructional materials and tools.
• Utilizes sound instructional design processes to ensure accuracy and consistency of content and message.
• Responsible for overseeing class participants performance, attendance in conduct during class. This includes working with the appropriate performance coach when coaching is necessary.
• Communicate urgent, critical, and complex information in writing ensuring the information is customized to assist TECO’s mission of delivering excellent service.
• Supports special projects and represents training needs on project teams, attends meeting and reports back to team of upcoming training needs.
• Serves as SME in the areas of adult learning and communication on project teams.

Requirements

• Minimum of four (4) years of training development/delivery experience in related industry; or four (4) years of related experience in progressively more complex assignments (related experience must be within last 2 years and must include team lead or other leadership role/duties.)
• In lieu of some experience, a bachelor’s degree and minimum 2 years’ experience listed above may be considered.
• Experience writing basic training/job aides, classroom experience delivering content.
• Demonstrated organizational, planning, and leadership skills
• Demonstrated effective interpersonal communications skills
• Demonstrated analytical capabilities
• Knowledge of company organization and reporting relationships
• Knowledge of business units which utilize CRM/B processes; FPSC rules and regulations
• CRM/B and Sub-System application knowledge

Qualifications

• Education Required: Minimum of High School Diploma or GED. Preferred: Bachelor’s degree in education, Training & Development, Organizational Development or business-related degree from an accredited university.
• Licenses/Certification Preferred: Adult Learning and Development Certification.

Skills

• Knowledge of MS Office Suite (Excel, Access, Word)

Benefits

Competitive Salary
401k Savings plan w/ company matching
Pension plan
Paid time off
Paid Holiday time
Medical, Prescription Drug, & Dental Coverage
Tuition Assistance Program
Employee Assistance Program
Wellness Programs
On-site Fitness Centers
Bonus Plan and more!

Pay

Teco Energy offers a competitive salary.

Schedule

8 Hr. X 5 Days

Storm Duty Requirements

Responding to storms will be considered a condition of employment. TECO Energy and its companies serve a role in providing critical services to our community during an emergency. Team members are required to participate in the response/recovery activities related to emergencies/disasters to maintain service to our TECO Energy customers. Team members are required to work in their normal job duties or other assigned activities. Proper compensation will be made in accordance with the company's rules and procedures.

Equal Opportunity Employer

TECO Energy is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, age, disability status, veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by law, except where physical or mental abilities are a bona fide occupational requirement and the individual is unable to perform the essential functions of the position with reasonable accommodations.