Job Description

Job Summary

Back Office Process Trainer - Trainer - Energy Utilities domain

This position is responsible for the training of production staff in support of residential and small business operations. The position is responsible for managing and maintaining processes associated with training, quality monitoring and measuring across the operations. The position will assist in identifying, recommending and implementing training programs and practices with a focus on a great customer experience and a cost-effective, high-performing operation.

Key Responsibilities

Essential Duties and Responsibilities

• Ability to speak in front of groups and present effective and high quality training material
• Review, assess, and identify training needs to provide staff with necessary skills and knowledge
• Assist in developing and implementing training & quality standards and processes to assess people performance
• Ability to maintain and keep training materials current and relevant
• Collaborate with key stakeholders on training processes and scoring techniques
• Receive and implement feedback from groups, training manager, and functional leads for training improvements
• Conduct virtual training classes for new hires and continuous learning
• Conduct training with a larger audience; new hires and continuous learning
• Be self-sufficient, self-motivated, and able to receive constructive feedback
• Define and maintain standards to ensure the integrity of the Training process
• Assist in the design and implementation of training programs to motivate and recognize employees
• Use business tools and advanced industry knowledge to identify training opportunities
• Identify and recommend operational and technological tools to improve efficiency
• Work in a collaborative manner to maintain an effective relationship with all stakeholder groups
• Work with the functional leads and training team to target areas for improvement from QA results
• Support Operations as a LOB SME including; executing complex transactions in production, providing floor support, performing business validations on new functionality

Skill Requirements

EDUCATION/EXPERIENCE

The minimum education requirements are:

• Bachelor’s degree in relevant field

The minimum experience requirements are:

• 6-8 years of job-related experience (energy utilities domain training)
• Knowledge of the gas and electricity industry and competitive retail markets
• Customer service/customer operations experience
• Familiarity with business operations and consumer sales & marketing

SKILLS AND COMPETENCIES

• Ability to define performance expectations with employees, setting clear priorities and objectives
• Skilled at engaging and motivating groups in a training environment
• Excellent communication & listening skills
• Strong public speaking skills
• Knowledge of utility or related industry
• Clear understanding of business policy and practice related to utility industry business
• Absolute credibility with internal business partners and customers
• Strong business acumen
• Excellent organizational, and time management skills
• Advanced interpersonal, presentation, written communication skills
• Demonstrates effective problem solving and decision-making skills, good insight and judgment as well as innovative and creative thinking
• Flexibility in work schedule and hours
• Strong ability to manage multiple task simultaneously
• Comfortable in a fast paced, every changing virtual work environment
• Skilled in using computer software applications such as Microsoft Office, LMS, video conferencing
• Ability to support Operations by working cases and handling calls in production

Other Requirements

PHYSICAL/MENTAL DEMANDS AND WORKING CONDITIONS

• Work US client work hours
• Work from the office
• Use of a PC, computer terminal and/or telephone over 4 hours a day
• Operating in a fast-paced professional office environment