Job Title:

Training Specialist -

Customer Service Operations Support Location:

Johnston, RI -

Hybrid Schedule:

Hybrid; typically in-office Tuesday-Thursday, with flexibility on specific days Job Summary Reporting to the Supervisor of Training and QA in Customer Service Operations Support, the Training Specialist is responsible for developing and delivering the Contact Center training curriculum for a major utility company. This role helps ensure employees have the knowledge, tools, and resources needed to provide a best-in-class customer experience. The Training Specialist will create new and enhance existing training materials, including Instructor-Led Training (ILT) modules, standard operating procedures, job aids, eLearning materials, assessments, and supporting program resources. The ideal candidate will be someone who can both develop training content and deliver it effectively , while becoming a subject matter expert on the systems, processes, policies, and procedures they are responsible for teaching. Key Responsibilities Develop, organize, and execute Contact Center training curriculum, including instructor-led training, eLearning, procedure manuals, job aids, and assessments Facilitate instructor-led and on-the-job training programs, demonstrations, meetings, and workshops Become a subject matter expert on relevant systems, processes, procedures, and training content Partner with operational and product teams to identify and address gaps in the training curriculum Update training materials as systems, tools, processes, and procedures change Track and report training participation, assessment results, retraining requirements, and recommended improvements Work with functional leaders and teams to implement training requirements and continuously improve training programs Develop assessment criteria and processes to measure training effectiveness and identify opportunities for improvement Stay current on training methods, techniques, platforms, and Learning Management Systems (LMS) Build strong internal and external relationships to identify and share best practices Required Qualifications Bachelor's degree OR at least 5 years of progressive training experience Demonstrated experience developing and facilitating technical and operational training for classroom and eLearning environments Ability to gather information from multiple stakeholders and translate complex or technical information into practical training solutions Strong presentation and facilitation skills Excellent organizational and time-management skills Ability to manage multiple programs and stakeholders simultaneously Knowledge of current training methods, platforms, tools, and Learning Management Systems Proficiency with Microsoft Office and related software Preferred Qualifications Utility industry experience Knowledge of electric or gas policies, processes, systems, tariffs, and general practices Knowledge of customer experience operations and systems within a regulated environment Exposure to regulations and policies

Core Competencies Understanding Others:

Ability to understand stakeholder needs and perspectives and anticipate how individuals may respond

Impact & Influence:

Ability to adapt communication and training approaches based on the audience

Teamwork:

Ability to collaborate effectively, solicit input, communicate expectations, and support root-cause analysis and problem-solving Work Arrangement This is a hybrid position based at the Johnston office . The anticipated in-office schedule is Tuesday through Thursday , although the manager has flexibility regarding the specific in-office days. The company reserves the right to determine whether the position will work on-site, remotely, or through a combination of both based on business needs. Even when working remotely, employees may be required to report on-site for face-to-face meetings, vendor training, team coordination, or other business requirements. Work Environment & Driving This position is limited to office/home-based professional and administrative duties . There is no field work or job-related motor vehicle operation required , other than ordinary commuting to and from the assigned work location.

Job Types:

Full-time, Contract Pay:

$35.00 - $38.00 per hour

Benefits:

401(k) 401(k) matching Dental insurance Health insurance Vision insurance Work from home Application Question(s): What is your desired hourly compensation?

Education:

Bachelor's (Preferred)

Experience:

training, learning & development: 5 years (Required) creating training content: 5 years (Required) facilitating training sessions (virtual or in-person): 5 years (Required) Learning Management Systems (LMS): 5 years (Required) a regulated or highly structured environment: 3 years (Required)

Work Location:

Hybrid remote in Johnston, RI 02919