Specialist, Training Delivery

LUMA Energy

1d•Onsite

About The Position

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 practices. 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.

Requirements

Bachelor’s Degree in Business Administration, Education, Human Resources, Industrial Psychology, or related field.
3-5 years of operational or customer service experience within a contact center or related field.
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.
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.
Valid Driver’s License

Nice To Haves

Experience using e-learning software (for example, Articulate, Captivate, etc.) is preferred.
Experience working in a Learning Management System (LMS), preferably Workday is preferred.
Bilingual/fluent in English and Spanish are preferred.

Responsibilities

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.