Hyderabad, Telangana
Job Summary
Back Office Process Trainer - Trainer - Energy Utilities domain
This position is responsible for the training of production staff in support of residential and small business operations. The position is responsible for managing and maintaining processes associated with training, quality monitoring and measuring across the operations. The position will assist in identifying, recommending and implementing training programs and practices with a focus on a great customer experience and a cost-effective, high-performing operation.
Key Responsibilities
Essential Duties and Responsibilities
Ability to speak in front of groups and present effective and high quality training material
Review, assess, and identify training needs to provide staff with necessary skills and knowledge
Assist in developing and implementing training & quality standards and processes to assess people performance
Ability to maintain and keep training materials current and relevant
Collaborate with key stakeholders on training processes and scoring techniques
Receive and implement feedback from groups, training manager, and functional leads for training improvements
Conduct virtual training classes for new hires and continuous learning
Conduct training with a larger audience; new hires and continuous learning
Be self-sufficient, self-motivated, and able to receive constructive feedback
Define and maintain standards to ensure the integrity of the Training process
Assist in the design and implementation of training programs to motivate and recognize employees
Use business tools and advanced industry knowledge to identify training opportunities
Identify and recommend operational and technological tools to improve efficiency
Work in a collaborative manner to maintain an effective relationship with all stakeholder groups
Work with the functional leads and training team to target areas for improvement from QA results
Support Operations as a LOB SME including; executing complex transactions in production, providing floor support, performing business validations on new functionality
Skill Requirements
EDUCATION/EXPERIENCE
The minimum education requirements are:
Bachelor’s degree in relevant field
The minimum experience requirements are:
6-8 years of job-related experience ( energy utilities domain training )
Knowledge of the gas and electricity industry and competitive retail markets
Customer service/customer operations experience
Familiarity with business operations and consumer sales & marketing
SKILLS AND COMPETENCIES
Ability to define performance expectations with employees, setting clear priorities and objectives
Skilled at engaging and motivating groups in a training environment
Excellent communication & listening skills
Strong public speaking skills
Knowledge of utility or related industry
Clear understanding of business policy and practice related to utility industry business
Absolute credibility with internal business partners and customers
Strong business acumen
Excellent organizational, and time management skills
Advanced interpersonal, presentation, written communication skills
Demonstrates effective problem solving and decision-making skills, good insight and judgment as well as innovative and creative thinking
Flexibility in work schedule and hours
Strong ability to manage multiple task simultaneously
Comfortable in a fast paced, every changing virtual work environment
Skilled in using computer software applications such as Microsoft Office, LMS, video conferencing
Ability to support Operations by working cases and handling calls in production
Other Requirements
PHYSICAL/MENTAL DEMANDS AND WORKING CONDITIONS
Work US client work hours
Work from the office
Use of a PC, computer terminal and/or telephone over 4 hours a day
Operating in a fast-paced professional office environment
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