- Fulfill ad hoc training requests for CX, Operations, Marketing, Sales, and B2B by gathering requirements, documenting processes, creating training materials, and scheduling and facilitating training as needed using a variety of technologies and tools.
- Create new training content relative to B2C and B2B call center processes and systems in residential and commercial Retail Energy industry, including PowerPoint presentations, e-learning videos, training guides, etc.
- Support and facilitate onboarding and upskill training for B2B agents via Teams.
- Become expert in Retail Energy knowledge, especially in the areas of B2B, PUC regulations, billing, and CRM systems.
- Work with L&D Supervisor to partner with CX management teams to seek and fill knowledge gaps via data analysis and training, respectively.
- Provide training refreshers for B2C and B2B teams seasonally or as needed.
- Assist with major cross-training/upskilling training initiatives throughout year.
- Become familiar with all available technologies and tools used by L&D team to create effective, dynamic training content for all learning styles.
- Effectively manage time and projects to meet deadlines as set by L&D Supervisor.
- Work with Instructional Designer to help prepare for transition to LMS and implementation of other curriculum development tools.
- Work across Shell Energy Solutions to create positive connections with peers, share best practices, and strengthen collaboration.
- Other tasks as assigned.
- Bachelor's degree in relative field or 2-3 years of experience in previous L&D role required.
- Experience creating accurate, dynamic training content using current technology required.
- Proficiency in Microsoft PowerPoint, Outlook, and Word required.
- Excellent oral and written communication skills, with proven ability to communicate confidently and handle strong personalities.
- Excellent collaboration skills with ability to problem solve, set deadlines, and follow up as needed.
- Ability to deliver strong work, manage time, and meet deadlines while working independently.
- Strong business writing skills and experience developing correspondence in a variety of formats.
- Ability to lightly analyze data from surveys, training progress reports, and quality scores to make informed decisions about training needs and format.
- Self-starter, but also a team player, collaborating on decisions and taking actions to drive the best outcomes for customers and agents.
- Previous experience supporting call center teams preferred.
- Specific experience in retail energy preferred.
- Specific experience in mass markets B2B is a plus.
- Previous experience using Salesforce, NICE/CX One, is a plus.
- Experience in ERCOT, PJM, NYISO, ISONE, or MISO is a plus.
- Knowledge and experience with PUC and TDSP/TDU standards and regulations is a plus.
- Experience with Excelergy (XLRG/RevenueManager) billing platforms is a plus.
- Competitive Compensation
- Health Care - Medical/Dental/Vision/Prescription Drug Coverage
- 401(k) with Company Matching Contributions
- Flexible Spending Accounts (FSA)
- Health Savings Accounts (HSA)
- Disability Programs (STD & LTD)
- Employee Basic Term Life Insurance
- Generous Vacation & Company Holidays
- Flexible hybrid working schedule
- Training and coaching
- Tuition Reimbursement
- Paid Parental Leave
- And much more
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cx learning - Houston, United States - Shell Energy Solutions
Description
At Shell Energy Solutions, we believe there's a better way to power your business and home.
Aligned with Shell's ambition to be a significant global power business and to become net zero by 2050, our cleaner, affordable, and simple solutions help companies manage their energy spend and plan their sustainability roadmap - a fresh approach for environmentally conscious businesses that are looking to boost their sustainability credentials. We also have set out to deliver the very best experience to our customers across all our channels.
Shell Energy Solutions mission is delivering cleaner energy solutions for a brighter tomorrow by guiding customers toward a better energy future, enabling customer choice and by providing market-leading energy solutions.
Going above and beyond for our customers is what we're all about and we have set out to deliver the very best experience to our customers across all our channels. But bigger challenges lie ahead, and we need to keep moving forward. Are you ready to help us get there?
WHERE YOU FIT IN
We are seeking an experienced learning and development professional to help support the training and development of our call center teams. The ideal Learning and Development Specialist will work effectively with cross-functional teams to fulfill ad-hoc training requests by gathering requirements, documenting processes, creating training materials in a variety of formats, and scheduling and facilitating training (classroom or virtual).
The ideal candidate is a technologically savvy team player, an excellent communicator, and has the drive for technology, data, learning, and personal development. This individual should be able to deliver exceptional results in a frequently changing, fast-paced environment while building strong relationships across the organization. Highly motivated, self-starters with at least 2-3 years of experience are encouraged to apply.
JOB DUTIES & RESPONSIBILITIES
Successful job applicants will be able to perform these functions. Reasonable accommodations will be made to enable individuals with disabilities to perform the essential functions.
