Responsibilities:

• This person will edit and create training modules for company-wide trainings of upgrades to two software modules. Works with subject matter experts to create detailed training modules for elearning and in-person trainings.
• Develops learning materials in a variety of formats, including print, graphics, audio, video, animation, and multimedia Delivers trainings in all modalities
• Provide moderate to complex training for all areas in Client Customer Service department (residential & commercial call centers, billing and metering) ensuring compliance with all training policies and procedures;
• Coordinate, facilitate, and oversee the collaboration of the Training & Quality team and other customer service job groups
• Evaluate training needs and participate in the design, development, and delivery of training materials for Customer Service
• Assist in developing training assessment tools such as tests and competency evaluation worksheets
• Establish metrics, on a monthly basis, to accurately demonstrate and report performance measurements to management
• Serve as a Subject Matter Expert (SME) on customer service processes and procedures
• Assist in correcting errors made by customer service agents
• Lead and oversee junior level technical trainers
• Knowledge of instructional design tools such as PowerPoint, Camtasia, Captivate, Vyond and Articulate
• Experienced in working with subject matter experts
• Write and review training documentation

Qualification:

• Experience in working with internal and external customers
• Familiar with creating storyboards and creating needs assessments
• Excellent communication skills
• Knowledge of training delivery strategies and learning theories
• Learn various systems, CC&B, MDM, etc.
• Preferred knowledge and proficiency in Microsoft Office products
• Familiar with using LMS system
• Bachelor’s degree in Business, (5) years of experience in training and/or training development to include two (2) Years
• Associates degree in Business, (7) years of experience in training and/or training development to include two (2) years