UPDATED 8/2 - Manager Customer Service Training

Title: UPDATED 8/2 - Manager Customer Service Training 
Company: Tampa Electric Company 
State and City: Florida - Tampa
Shift: 8 Hr. X 5 Days

This position pays between $96,526.00 to $128,701.00 and is based on skills, experience and education of the successful candidate.

POSITION CONCEPT

The Manager of Customer Experience Training is responsible for overseeing the development and delivery of training for all Customer Experience business units, in support of TEC and PGS business initiatives and strategies. This role will conduct scoping and analysis, prioritization of projects, and make recommendations in the development and deployment of learning solutions  based on strong knowledge of adult learning theories and training methodology.

Demonstrated ability to review current skills and assess skill levels, knowledge and training needs across the organization in order to effectively identify training priorities and develop required training plans, maximizing new efficiencies and improved processes. This role requires broad knowledge of best practice content development and delivery, utilizing a variety of presentation and application techniques, promoting a blended learning environment and has the ability to strengthen team member skill sets by modeling and sharing these techniques. Develop metrics to assess benefits of training and quality of training and proide reports to the Director of Service Excellence on progress against training objectives.

PRIMARY DUTIES AND RESPONSIBILITIES

• Lead team that develops and delivers training supporting the entire customer service cycle, working closely with operational leadership and internal and external functional subject-matter experts for all areas in Customer Experience. Work with business units to develop and deliver ongoing continual improvement learning, CSP certification courses, reoccurring or refresher courses, and new hires training
• Direct the design and delivery of training content using a full range of training tools, presentation methods and application techniques to create an effective blended learning environment.  Formats include, but are not limited to workshops, lectures, videos, presentations, online learning (elearning), one-on-one coaching, group interactive sessions.  
• Partner with individual team members to create and implement development plans to increase their scope of knowledge in the areas of leadership, needs analysis, content design and development, facilitation and evaluation metrics.  Research educational options and model best practices in team workshops. 
• Works effectively “up and across” the organization to ensure training is continually evolving to meet the ongoing needs of all employees.  Creates and distributes metrics and reporting to demonstrate the impact of training, ensuring course content is delivered efficiently and effectively and is aligned with business objectives.  
• Plan, schedule and evaluate resources needed to meet training and development goals, including potential consultants or outside programs required to supplement in-house programs. Recommend annual budget requirements. Oversee administration of record keeping on internal and external T&D expenses and obtain proper approvals.
• Stay informed on adult learning process, technology, training delivery methods by participating in consortiums, visiting other utilities, companies, attending conferences, etc. and implementing training methods that best supports the ongoing needs of Tampa Electric / Peoples Gas. Share and reinforce best practices with team members.

QUALIFICATIONS

Education

Required:     Bachelor’s Degree in Business or other relevant field from an accredited institution in accordance with TECO Energy’s education policy. 

Preferred:      Certifications from accredited institutions in Learning and Development assessment and management,  advanced course development and advanced or master facilitation

Related Experience

Required:     Minimum of six (6) years of related experience. Experience with similar job duties and responsibilities will be considered related.

Preferred:     Three (3) years utility and gas experience in respective functions (CS, Billing, Devices, FICA). Minimum of one (1) year experience with SAP CRB solution.

Knowledge/Skills/Abilities 

Required:     Demonstrated leadership and facilitation skills. In depth knowledge of adult learning theories and development techniques, facilitation methods and application principles.

Preferred:     Advanced knowledge of elearning tools and software, Leader and Participant Guide development software, mastery of technical and business writing.

LEADERSHIP COMPENTENCIES

Takes Ownership & Acts with Integrity, Drives Business Excellence for Customers, Builds Collaborative Relationships, Develops People and Teams, Cultivates Innovation & Embraces Change

WORKING CONDITIONS

Normal office conditions. Extended working hours and some travel to support facilitation of courses, and attending conferences may be required.

TECO offers a competitive Benefits package!!

Competitive Salary *401k Savings plan w/ company matching * Pension plan * Paid time off* Paid Holiday time * Medical, Prescription Drug, & Dental Coverage  *Tuition Assistance Program * Employee Assistance Program * Wellness Programs * On-site Fitness Centers * Bonus Plan and more!

STORM DUTY REQUIREMENTS....Please make sure to read below!!!  Responding to storms will be considered a condition of employment.

TECO Energy and its companies serve a role in providing critical services to our community during an emergency. Team members are required to participate in the response/recovery activities related to emergencies/disasters to maintain service to our TECO Energy customers. Team members are required to work in their normal job duties or other assigned activities. Proper compensation will be made in accordance with the company's rules and procedures.

TECO Energy is proud to be an Equal Opportunity Employer.

TECO Energy is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, age, disability status, veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by law, except where physical or mental abilities are a bona fide occupational requirement and the individual is unable to perform the essential functions of the position with reasonable accommodations.

In order to provide equal employment and advancement opportunities for all individuals, employment decisions at TECO Energy will be based on skills, knowledge, qualifications and abilities.

ADA policy
It is the policy of TECO Energy to provide reasonable accommodation for all qualified disabled individuals who are employees and applicants for employment, unless it would cause undue hardship. The corporation will adhere to applicable federal and state laws, regulations and guidelines, including, but not limited to the Americans with Disabilities Act (ADA) of 1990 and section 503 and 504 of the Rehabilitation Act of 1970s.

Application accommodations
Applicants may request reasonable accommodation in the application process five business days prior to the time accommodation is needed.

Pre-employment physical exams may be required for positions with bona fide job-related physical requirements regardless of disability.