Job Description

The Training Specialist is responsible for developing and delivering the Rhode Island Energy Contact Center training curriculum. This includes creating and updating instructor-led training, job aids, SOPs, assessments, and eLearning materials. The role supports continuous training improvements aligned with new systems, tools, and evolving operational needs, ensuring employees are equipped to deliver exceptional customer service.

Key Responsibilities

• Design and deliver instructor-led and on-the-job training, including manuals, job aids, and eLearning assets.
• Collaborate with product and operations teams to update training based on process or system changes.
• Facilitate workshops, training sessions, and demonstrations for the Contact Center.
• Track and report training participation, assessments, retraining needs, and overall program effectiveness.
• Develop evaluation criteria to measure program impact and identify improvement areas.
• Stay current on training trends and LMS tools to continuously enhance the learning experience.
• Build internal and external relationships to share best practices.
• Support emergency and storm roles as required.
• Flexibility to work on-site, remotely, or hybrid as assigned by the company.

Required Qualifications

• Bachelor’s degree or 5+ years of progressive training experience.
• Proven experience in developing and delivering technical and operational training.
• Strong facilitation, organizational, and time management skills.
• Proficiency in Microsoft Office and Learning Management Systems.
• Ability to translate complex information into accessible training content.