Job Summary:
Responsible for planning and executing end-to-end Customer Experience training programs, including classroom and virtual facilitation and post-training coaching, to strengthen communication, customer interaction, and technical proficiency while promoting best-in-class service practicesJob Description:
Implements adult learning principles to deliver engaging in-class and virtual soft skills and technical training, resulting in improved employee performance and knowledge retention.
Uses standardized evaluations to assess training effectiveness and refine delivery methods, ensuring continuous improvement and alignment with learning objectives.
Executes training sessions by coordinating facilities, equipment, systems, and materials, enabling seamless execution and a positive participant experience.
Adheres to established processes and methodologies to deliver and report scheduled training curricula, supporting operational goals and compliance standards.
Provides coaching and transition support to new hires and participants post-training, ensuring successful integration and achievement of performance targets.
Identifies learner challenges and develops tailored support plans, fostering inclusive learning environments and higher success rates.
Provides expertise to support documentation of processes and development of training materials, ensuring accuracy, consistency, and alignment with operational standards.
Follows established company policies, procedures, and standards to ensure full compliance with applicable laws and industry regulations.
Participates in storm restoration tasks and assigned drills to contribute to the safe and reliable recovery of services.
Performs additional tasks aligned with role expectations and qualifications to support team goals and operational flexibility.
Additional Job Description:
Education
Bachelor’s Degree in Business Administration, Education, Human Resources, Industrial Psychology, or related field.
Experience
3-5 years of operational or customer service experience within a contact center or related field and 3-5 years of proven in-class training delivery success, preferably in a BPO environment.
Experience as matter-expert and asset resource to provide support to internal/external client
Experience working with documents, policies, SOP creation and implementation
Experience using e-learning software (for example, Articulate, Captivate, etc.) is preferred
Experience working in a Learning Management System (LMS), preferably Workday is preferred.
Additional experience may substitute for required education when it aligns with the competencies and knowledge necessary for the role:
Associate’s degree in a relevant field may substitute when accompanied by a minimum of 8 years of experience performing similar functions and at least 5 years of experience performing a previous position as Specialist role.
High School or equivalent (GED) when accompanied by a minimum of 10 years of experience performing similar functions described and at least 8 years of experience performing a previous Specialist role.
Competencies (Skills)
Superior communication (listening, verbal and written) and interpersonal skills which are essential in this role
Strong analytical, decision-making, and problem-solving skills
Proficient computer skills, Microsoft Office Suite (Word, PowerPoint, Outlook, and Excel)
Ability to work effectively under minimal supervision within an environment of constant change, tight deadlines, and evolving workload and priorities. Demonstrated organizational skills to juggle competing priorities
Bilingual/fluent in English and Spanish are preferred.
Licenses/Certifications
Valid Driver’s License
Travel Requirements
40%
Physical Demands
Stationary Position: Constantly
Pushing/ Pulling/ Reaching: Seldom
Kneel: Seldom
Grab: Seldom
Bend: Seldom
Lift/Carry over: 16 to 35 pounds
Working Conditions
Wet or humid: Seldom
Loud noise conditions: Seldom
LUMA Energy is an Equal Employment Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, pregnancy, sexual orientation, gender identity, national origin, age, protected veteran status, military status, disability, or any other characteristic protected by federal or local laws.