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Depending upon the desired qualifications of the successful applicant, the hiring manager may elect to fill this position at a higher level within the job hierarchy.
This position is responsible for designing, developing, prioritizing, and executing training programs associated with technical programs and computer application training for Duke Energy and Piedmont employees. This position is responsible for the development, administration and evaluation of all Residential Solutions training programs. This position is responsible for evaluating overall training program effectiveness by developing knowledge-based testing and evaluations to assess skill levels and developmental opportunities. This position provides technical support, evaluation and feedback to Residential Solutions employees and management. Position must have the ability to lead, plan, prioritize, problem solve and provide solutions needed to achieve objectives within the framework of operating policies and procedures.
Responsibilities
Develop and administer overall training strategy and standards for assigned services and assigned channels
Develop and facilitate training programs for all departments within Residential Solutions on all Home Protection programs, customer service/sales techniques and technical systems (Avaya, C4C, Commerce, Dynamics, CAPs, Portal, & Share Point)
Develop and facilitate training programs for Channel Partners on all Home Protection products & services and systems
Develop and facilitate onboarding standards and materials for all Residential Solutions departments, by creating computer-based trainings, videos, classroom/virtual trainings, and printed materials
Develop and facilitate training to improve workflow efficiency for Enrollment Center, Technical Services, Customer Support Departments and Channel Partners
Create and maintain course materials; including facilitator guides, participant guides, pre/post tests, and other supporting materials
Provide timely employee feedback and actively coach employees on performance to support customer experience and compliance with training standards
Establish training standards, best practices, and consistency across departments
Support change management activities by developing training materials for new program and program updates
Develop workflow efficiency training programs for Residential Solutions team members
Deliver hands-on, virtual, classroom, and one-on-one training
Evaluate and maintain all training strategies, standards and materials to remain current and effective
Perform evaluations to validate overall training effectiveness
Evaluate current onboarding process and materials for all Residential Solutions departments and Channel Partners
Monitor employee performance to evaluate training needs
Review and stay current with training opportunities, industry trends, industry standards and technologies to maintain and improve training programs
Evaluate current Standard Operating Procedures within Residential Solutions and Channel Partners to incorporate specific training as necessary
Work with peers and partners to deploy comprehensive training programs across channels
Work closely with leadership and partners to ensure that the training experience produces high quality employees who provide outstanding customer service and sales results, including consistent use of current training materials and monitoring performance results
Support change management activities by developing training materials for new programs and program updates
Track and measure training effectiveness:
Develop training metrics and tracking to evaluate training effectiveness
Monitor employee onboarding and ongoing training compliance to standards
Manage the registration process for CBTs and instructor-led training sessions, including on-line registration, room setup (equipment, materials, supplies), and follow up reporting
Track and document training courses to ensure completion of training, ensure compliance, and monitor business results to ensure training programs are effective
Provide reports/feedback/evaluations to management based upon training observations
Note: This posting is for one position. Dependent on relevant experience, the level to which a candidate is aligned is outlined below.
Basic/Required Qualifications (Technical Training Specialist)
Basic/Required Qualifications (Senior Technical Training Specialist)
Desired Qualifications
Possess specific knowledge and experience regarding Mechanical trades- (i.e., HVAC, Electrical, Plumbing, Appliances)
Proficiency in the development of Computer Based Training (CBTS) with expertise in Articulate including Storyline & Rise.
Previous experience in development of performance-based training materials
Demonstrated oral and written communication skills
Working Conditions
Virtual Mobility Classification - Work will be performed from a remote location after the onboarding period. However, virtual employees should live within a reasonable commute to the assigned Duke Energy facility.
The assigned facility will be in Duke Energy territory in either Florida, North or South Carolina.
Travel Requirements
5-15%
Relocation Assistance Provided (as applicable)
No
Represented/Union Position
No
Visa Sponsored Position
No
Posting Expiration Date
Tuesday, November 28, 2023
All job postings expire at 12:01 AM on the posting expiration date.
Please note that in order to be considered for this position, you must possess all of the basic/required qualifications.
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