POSITION CONCEPT

Responsible for developing and delivering high quality training in various formats (online, facilitator led, virtual, simulations and informal learning) to Customer Experience business units and at times departments outside of Customer Experience.  Responsible for completing Responsible for maintaining and enhancing existing training programs to consistently meet the goals and needs of the Business Units and reflect industry best practices for the learner experience possible.  As a Subject Matter Expert (SME) in the areas of adult learning and communication, the Customer Experience Trainer and Sr. Customer Experience Trainer will serve on project teams with a team on training development design  and responds to inquiries within TEC and PGS. 

Requires in depth knowledge of instructional development, advanced business, and technical concepts, and demonstrated ability to develop positive and productive relationships with business partners.  Plans and conducts work requiring judgment in the independent evaluation, selection and substantial adaptation and modification of standard techniques, procedures, and processes; devises new approaches and solutions to problems encountered; independently performs assignments.

ADVANCEMENT IN PROGRESSION

Advancement to a higher level is based on value added to the Company through increased duties, responsibilities, qualifications, and accomplishments.  Advancement is not automatic, i.e. based solely on time in the job, but will be based on direct observation of the employee’s performance, accomplishments, qualifications, and the business and/or technical needs of the department.

LEVEL 1 – Customer Experience Trainer 

PRIMARY DUTIES AND RESPONSIBILITIES

•  Designs, develops, and delivers s training and informational programs utilizing Adult Learning theory, course design practices and utilizing various formats (e learning, facilitator led, virtual, etc.) to create a highly effective blended learning environment. Ensure a high quality of training programs, materials, and presentations. 
• Analyze training and development needs through research, data collection, focus groups and other methods, resulting in measurable training requirements for technical and non-technical training in support of small to medium sized training projects. Create action plans to address identified knowledge and process gaps.
• Develop and deliver Customer Experience Training, refresher training, skill based and technical training (new products, processes, and systems).
• Leverage a variety of facilitation methodologies including lectures, role play, simulations, case studies, technology-based training, or e-learning effectively. 
• Partner with various TEC/PGS business units, maintaining awareness of organizational changes to modify and maintain existing instructional materials and tools. Utilizes sound instructional design processes to ensure accuracy and consistency of content and message.  
• Responsible for overseeing class participants performance, attendance in conduct during class.  This includes working with the appropriate performance coach when coaching is necessary.  Responsible for documenting off target and on target behaviors during class based on demonstrated competencies, professionalism, test scores, and call monitoring. 
• Communicate urgent, critical, and complex information in writing ensuring the information is customized to assist TECO’s mission of delivering excellent service.  Partner with Communications to develop appropriate communication vehicles to disseminate information to impacted employees.
• Supports special projects and represents training needs on project teams, attends meeting and reports back to team of upcoming training needs.  While on projects, serves as SME in the areas of adult learning and communication on project teams.

QUALIFICATIONS 

Education

• Required: Minimum of High School Diploma or GED.
• Preferred: Bachelor’s degree in education, Training & Development, Organizational Development or business-related degree from an accredited university.

Licenses/Certification

• Preferred: Adult Learning and Development Certification.

Experience

• Required:          
  • Minimum of four (4) years of training development/delivery experience in related industry;
  • or four (4) years of related experience in progressively more complex assignments (related experience must be within last 2 years and must include team lead or other leadership role/duties.) 
  • In lieu of some experience, a bachelor’s degree and minimum 2 years’ experience listed above may be considered. 
• Preferred:         
  • Experience writing basic training/ job aides, classroom experience delivering content.

Knowledge/Skills/Abilities (KSA):

• Required:          
  • Demonstrated organizational, planning, and leadership skills
  • Demonstrated effective interpersonal communications skills
  • Demonstrated analytical capabilities
  • Knowledge of company organization and reporting relationships
  • Knowledge of business units which utilize CRM/B processes; FPSC rules and regulations
  • Demonstrated knowledge of MS Office Suite (Excel, Access, Word)
• Preferred:         
  • CRM/B and Sub-System application knowledge