Primary Services is excited to announce the role of Learning & Development Specialist for our prestigious client in the Retail Energy industry. Join a dynamic team dedicated to supporting the growth and development of call center teams.
Responsibilities:
- Fulfill ad hoc training requests for CX, Operations, Marketing, Sales, and B2B by gathering requirements, documenting processes, creating training materials, and scheduling and facilitating training as needed.
- Create new training content for B2C and B2B call center processes and systems in the Retail Energy industry, including PowerPoint presentations, e-learning videos, and training guides.
- Support and facilitate onboarding and upskill training for B2B agents via Teams platform.
- Become an expert in Retail Energy knowledge, focusing on B2B, PUC regulations, billing, and CRM systems.
- Partner with CX management teams to identify and fill knowledge gaps through data analysis and targeted training.
- Provide seasonal or as-needed training refreshers for B2C and B2B teams.
- Assist with major cross-training and upskilling initiatives throughout the year.
- Familiarize with technologies and tools used by the L&D team to create effective training content for all learning styles.
- Manage time and projects effectively to meet deadlines set by L&D Supervisor.
- Collaborate with Instructional Designer to prepare for the transition to an LMS and other curriculum development tools.
- Foster positive connections with peers across the organization, sharing best practices and promoting collaboration.
- Perform other tasks as assigned.
Qualifications:
- Bachelor’s degree in a relevant field or 2-3 years of experience in a previous L&D role.
- Experience creating dynamic training content using current technology.
- Proficiency in Microsoft PowerPoint, Outlook, and Word.
- Excellent oral and written communication skills, with the ability to communicate confidently.
- Strong collaboration skills with the ability to problem solve and set deadlines.
- Ability to work independently, manage time effectively, and meet deadlines.
- Strong business writing skills with experience developing correspondence in various formats.
- Ability to analyze data from surveys and training progress reports to inform training needs.
- Self-starter with a team-player mindset, driving the best outcomes for customers and agents.
Preferred Skills and Experience:
- Previous experience supporting call center teams.
- Specific experience in the retail energy industry.
- Experience with Salesforce, NICE/CX One, or other relevant platforms.
- Knowledge of ERCOT, PJM, NYISO, ISONE, or MISO.
- Familiarity with PUC and TDSP/TDU standards and regulations.
- Experience with Excelergy (XLRG/RevenueManager) billing platforms.
Apply now and take the next step in your career in Learning & Development!
Want to be notified of similar positions? Sign up to receive our job alerts delivered straight to your inbox! Visit www.primaryservices.com/signup/ to sign up.