Customer Care Training Coordinator

Xcel Energy•Eau Claire, WI

2d•Onsite

About The Position

Coordinates and performs a wide variety of logistical and learning management system functions for Training and Quality Assurance organization within Customer Care. Collaborate with Training and Quality Assurance teams to support new hire onboarding and training, electronic and instructor led course administration, reporting and data analysis for both training and quality assurance functions. Provide responsive customer service to stakeholders and support successful implementation of a variety of learning and performance improvement initiatives.

Requirements

Bachelor's Degree in Training, Education, Business, or related field or equivalent combination of education and experience.
Basic knowledge of learning theory and instructional design desired, along with knowledge with learning management systems.
Proficient in Microsoft Office applications.

Nice To Haves

LMS Administration experience.
Report writing.

Responsibilities

Support implementation of new and existing learning and quality programs and Quality Assurance initiatives, which can include coordinating and facilitating employee and stakeholder meetings, preparing and delivering presentations, tracking and reporting on key metrics, and creating and refining efficient program management efforts.
Assist with or conduct research and data analysis pertaining to existing or proposed Training and Quality Assurance programs and initiatives to ensure maximum program effectiveness.
Prepare and present business cases as appropriate, and assist with implementation as needed.
Interface with Training team and learning management system and administrators to transition training content into the learning platform. This includes loading material, testing and basic troubleshooting, assigning content to users, tracking course credit, and basic evaluation.
Lead efforts in curriculum creation, task checklists, assessments, and other learning management system functionality.
Maintain confidential files, personnel data and reports.
Processes dept. timekeeping and payroll, maintains records, coordinates employee changes.
Assist with managing department budget and basic material ordering.
Schedule departmental meetings or engagement events, recording notes as needed.
Coordinate travel arrangements for department.
Arranges schedules for training, events, and manager/director needs.
Develops and maintains training facility management processes.
Interface with Training and Quality Assurance vendors as needed.