Training Specialist II

Job Summary: Training Specialist II - Louisville, KY (Hybrid)


About the Role
Join our dynamic Customer Service Operations Support team as a Training Specialist II, where you'll design, deliver, and elevate the Contact Center training curriculum. You'll play a pivotal role in ensuring our workforce is equipped to provide exceptional customer experiences, acting as both a content creator and subject matter expert. This hybrid contract position offers flexibility (Tues-Thurs in-office, any KY location), exposure to utility industry best practices, and tangible career growth in a supportive, collaborative environment.


Responsibilities


- Lead the creation, improvement, and delivery of instructor-led and eLearning training modules, job aids, and assessments for technical and operational topics.
- Facilitate engaging training sessions, workshops, and demonstrations for new hires and existing staff within the Contact Center.
- Partner with operational and product teams to identify training needs, close knowledge gaps, and align on future requirements.
- Manage and report on training program participation, assessment outcomes, retraining needs, and continuous improvement initiatives.
- Develop and implement assessment criteria to track program effectiveness and drive actionable enhancements.
- Stay current on industry-leading training methods and leverage learning management systems to deliver impactful experiences.
- Build strong internal and external relationships for knowledge sharing and best practice adoption.
- Commit to emergency/storm roles as needed for company-wide service restoration efforts.


Required Skills and Experience


- Bachelor's degree or minimum five years of progressive training experience (utility background preferred but not required).
- Proven ability to design and facilitate technical and operational training for classroom and e-learning environments.
- Exceptional facilitation, organizational, and time management skills; adept at handling multiple programs and stakeholders.
- Strong command of modern training methods, platforms, and learning management systems (LMS); proficiency in Microsoft Office suite.


Preferred Skills


- Experience with electric or gas utility policies, systems, and compliance in a regulated environment.
- Familiarity with Rhode Island regulations or customer experience standards.


Benefits


- Flexible hybrid schedule: work from any KY office location with manager support.