Training Specialist II

Job Title: Training Specialist II
Location: Cumberland, RI (On-site, 5 days/week)
Duration: 7 Months
Pay rate:- $30 - $35/hr
 
Job Summary:

• The Training Specialist II will report to the Supervisor of Training and QA within Customer Service Operations Support.
• This role is responsible for the design, development, and delivery of the Rhode Island Energy Contact Center training curriculum.
• The specialist will ensure that all employees are effectively equipped to provide exceptional customer experiences.
• Key functions include developing and enhancing training materials such as instructor-led modules, job aids, standard operating procedures, assessments, and eLearning resources.
• The Training Specialist will coordinate and manage the overall training program in response to changes in systems, tools, and procedures, and will be instrumental in continuously evaluating and improving training effectiveness in alignment with organizational strategies.

 
Key Responsibilities

• Develop, update, and deliver Instructor Led Training (ILT), eLearning modules, job aids, assessments, and procedural manuals.
• Facilitate ILT and on-the-job training sessions, demonstrations, workshops, and meetings using new and existing resources and tools.
• Partner with operations and product teams to identify training needs and align future content with evolving business processes.
• Track and report training participation, results, retraining requirements, and program effectiveness.
• Collaborate with functional leaders to implement training programs and support continuous improvement efforts.
• Develop assessment methods and processes to evaluate training outcomes and identify areas for improvement.
• Stay current with training methodologies, learning technologies, and Learning Management Systems (LMS) to ensure best-in-class delivery.
• Establish strong relationships internally and externally to share insights and training best practices.
• Participate in emergency/storm roles and provide support during company-wide responses to power restoration or other emergencies.
• Flexibility to work on-site, remotely, or in a hybrid model based on business needs and leadership direction.

 
Required Qualifications

• Bachelor’s degree or a minimum of five (5) years of progressive experience in training development and delivery.
• Demonstrated experience in creating and facilitating technical and operational training in both classroom and eLearning formats.
• Proven ability to gather information across multiple teams and translate it into effective training solutions in a technical environment.
• Strong facilitation, organizational, and time-management skills.
• Proficiency in Microsoft Office and familiarity with modern training platforms and LMS.

 
Preferred Qualifications

• Experience in the utility industry, particularly in customer service or operations.
• Familiarity with Rhode Island Energy’s policies, procedures, systems, and customer service practices.
• Knowledge of regulatory requirements and customer experience processes in a regulated utility environment.
• Understanding of Rhode Island’s utility regulations and compliance expectations.

 
Key Competencies

• Understanding Others: Demonstrates empathy and the ability to interpret the needs and reactions of diverse stakeholders.
• Impact and Influence: Adapts communication style and content to the audience for improved engagement and understanding.
• Team Collaboration: Promotes a collaborative environment by seeking input, clarifying expectations, and supporting team problem-solving initiatives.