Performance Assurance Trainer

About the role

The Performance Assurance Trainer is responsible for collaborating with the Performance Assurance Training Supervisor and Training Development Specialist to develop training curriculum. The incumbent delivers the training curriculum and associated material on key applications, processes, procedures, services, and objectives relative to Customer Operations. The incumbent maintains a classroom environment conducive to effective learning and interactions, while effectively managing conflict, and minimizing classroom disruptions.

Responsibilities

• Evaluate and document performance of attendees to be used by leadership to determine if the employee meets the requirements to start performing new job functions.
• Collaborate with the Performance Training Supervisor and Training Development Specialist to analyze current training curriculum, structure, length, and format periodically and provides feedback to leadership to ensure training remains efficient and impactful.
• Provide coaching and mentoring in a controlled environment and outside of the traditional training environment as needed.
• Identify issues and improvement opportunities for instructional content/documents to ensure information is complete and accurate based on current business processes.
• Identify and implement innovative approaches to administer training.

Requirements

• Bachelor’s degree in Education, Information Technology, Business or a related field required, or four years of professional experience in a technical, business, or employee development role required.
• Excellent interpersonal, written, oral, and public speaking communication skills.
• Experience training and/or teaching adults new concepts.
• Ability to provide critical feedback in a constructive manner.
• Demonstrates strong time management skills to meet curricula timelines.
• Excellent organizational and analytical skills.
• Proficient at an Intermediate level of expertise in Microsoft Office applications.
• Previous experience dealing with sensitive and/or confidential information.
• Proficient at an intermediate level with technology.
• Proven ability to learn, use, and interpret the information in a variety of computer systems.
• Proven ability to self-manage and complete task deliverables.
• Self-motivated with the ability to work under pressure and to tight deadlines.
• Must possess sound decision-making skills utilizing existing processes, policies, and procedures.

Qualifications

• Customer Service experience, preferably in the Utility industry.
• One year or more of leadership experience.
• Strong technical understanding of a Customer Information System (CIS) and extensive knowledge of maneuvering through CIS.

Skills

• Microsoft Office applications.

Benefits

• Citizens Energy Group offers competitive salary and benefits including Health, Dental & Vision Defined Benefit Pension Plan 401(k) Retirement Plan with company match Short Term Incentive Pay (STIP) Plan Health Savings Account (HSA) with company contribution Wellness Program Adoption and tuition assistance Employee Credit Union PTO and Paid Holidays.

Pay

Minimum Salary $60,900 (Grade 7)

Schedule

N/A