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Form of work
SalaryOur Company
More than a utility company, Unitil provides energy for life.
Our work helps keep homes comfortable, businesses thriving and communities connected. Unitil is an investor-owned public utility proudly serving Maine, Massachusetts and New Hampshire. We are dedicated to delivering energy to our customers safely and reliably.
Unitil is committed to creating an inclusive environment that welcomes and values the differences among all of our employees, customers, suppliers and the communities in which we live and conduct business. The continued success of Unitil is enhanced through initiatives that promote diversity and value our employees.
Take advantage of a comprehensive benefits package.
Unitil offers competitive salaries, a consumer-driven health plan, dental and vision coverage, flexible work, company-paid holidays, a, robust, highly competitive retirement plan and educational assistance.
- Note: Benefit offerings may differ between union and non-union employee groups.
Position Purpose
Lead, coordinate, and plan as required to ensure the effectiveness of the new hire and recurring training of the Customer Operations staff. Collaborate with other departments and employees in order to analyze process adherence and effectiveness and develop improved processes and procedures. Communicates effectively with all departmental staff and cross-functional areas in order to foster a positive working environment.
Principal Accountabilities
Time %
End Results
40%
Training: Develops and implements programs for new hires and to improve the performance and efficiency of existing staff in a call center environment. Leads and directs collaborative discussions with all supervisors and managers in all areas of Customer Operations to ensure all training quality initiatives are met. Design and deliver training plans such as CIS navigational skills, procedures, and interpersonal skills to staff with a strong emphasis on customer service, quality, and teamwork. Seek training opportunities within the customer experience service chain based on quality metrics to improve results. Conduct stand-up training to a group as well as one-on-one.
- Deliver engaging and interactive training sessions in a manner that is easily comprehensible to trainees and inspires their motivation.
- Assess performance requirements and disparities, formulate, create, execute, and provide well-structured instructional programs.
- Regularly assess, enhance, and refine the training curriculum, evaluation tools, activities, and documentation to ensure ongoing improvement.
- Utilize a variety of learning platforms (including instructor-led, computer-based, and blended approaches) to conduct training sessions.
- Provide consultation and resources on policies and problems relating to training activities and staff development.
- Responsible for the maintenance of all training records and monitoring trainee progress.
25%
Leadership:
- Identify process improvement opportunities and lead collaborative discussion in the development and implementation of new procedures for specific training needs and develop tailored training modules.
- Be a resource to managers, supervisors, and process leads in Customer Operations to ensure that the Company is in compliance with all applicable regulations by maintaining a thorough knowledge and understanding of company tariffs and regulatory requirements as they apply to Customer Operations.
- Maintains a high-performance workforce. Fosters a work environment of commitment and achievement, setting high-performance standards for Customer Operations outcomes. Supports Supervisors by demonstrating enthusiasm for the Company’s mission and goals. Leads by example; demonstrates a strong commitment to Unitil’s Core Principles and values and instills this same commitment in all employees.
20%
Education and Materials:
- Develops all training material, creates and updates procedures, and provides updates to the staff as needed/required through a variety of communication vehicles.
- Stay updated on industry trends, best practices, and new technologies to continuously improve training content.
- Collaborates with members of Customer Operations, Customer Communications, and other company personnel in order to identify customer communication opportunities.
15%
Monitoring & Evaluation:
- Responsible for ongoing evaluation to determine the effectiveness of all facets of training
- Initiates the required changes to continuously have an effective training program
- Develops, coordinates, and administers monitoring/tracking systems to identify gaps that measure the effectiveness of training programs
As needed
Capitalizes on unplanned opportunities and responds to unforeseen situations; undertakes and completes assignments and special projects as assigned by management.
Qualifications - Learning & Development Specialist I
- Bachelor’s degree in a relevant field, or equivalent.
- Familiarity with adult learning principles and various training methodologies.
- Capable of simplifying intricate topics or procedures into easily understandable components.
- Must possess strong communication and presentation skills with the ability to deliver engaging training sessions.
- Excellent interpersonal skills, analytical skills, and decision-making skills with a focus on providing constructive feedback and coaching.
- Proficiency in identifying training requirements and crafting pertinent training initiatives.
- Detail-oriented with strong organizational and time management skills.
- Ability to work independently as well as collaboratively in a team environment.
- Proficiency in MS Office applications.
- Familiarity with and utilization of SharePoint in daily operations.
- Must be available for the Company’s ERP initiative and work required shifts during storm emergencies.
Qualifications - Learning & Development Specialist II
- Bachelor’s degree in a relevant field, or equivalent.
- Proven experience in creating, executing, and delivering training programs tailored to diverse learning levels in a call center environment.
- Experience building e-learning content using design authoring tools such as Articulate360.
- Proficient in utilizing and maintaining a learning management system.
- Experience in creating storylines, designing e-learning programs, and crafting fresh content.
- Capable of simplifying intricate topics or procedures into easily understandable components.
- Proficiency in identifying training requirements and crafting pertinent training initiatives.
- Must possess strong communication and presentation skills with the ability to deliver engaging training sessions.
- Excellent interpersonal skills, analytical skills, and decision-making skills with a focus on providing constructive feedback and coaching.
- Detail-oriented with strong organizational and time management skills.
- Ability to work independently as well as collaboratively in a team environment.
- Proficiency in MS Office applications.
- Familiarity with and utilization of SharePoint in daily operations.
- Must be available for the Company’s ERP initiative and work required shifts during storm emergencies.
Unitil is an Affirmative Action/Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to sex, gender identity, sexual orientation, race, color, religion, national origin, disability, protected veteran status, age, or any other characteristic protected by law.
Last updated: 03/21/2024
