Training & Education Coordinator (Call Center) Long Term Temporary

City of Seattle - Seattle, WA (30+ days ago)4.0

Seattle Public Utilities' (SPU) Customer Response Division is looking for a dedicated, reliable individual to serve as its Training and Education Coordinator in a Long-Term temporary capacity. As the Training and Education Coordinator, you will be responsible for creating an effective training curriculum and ensuring that trainees have a positive training experience The right candidate will possess the appropriate knowledge, leadership, communication, and organizational skills needed to assist in the growth and development of new and existing staff who assist Seattle Public Utilities' and Seattle City Light customers with billing and account related inquiries. This position will report to the Business Support Manager of the Customer Response Division and will work closely with the Business Support Team, Contact Center Operations Manager, and Contact Center Supervisors.

This Long-Term Temporary Assignment is currently budgeted for up to three years and provides fringe benefits including medical, dental, and vision, paid vacation, holidays and sick leave.

Job Responsibilities:
Areas of responsibility include, but are not limited to, the following:

Creating professional training materials and learning verification exercises to ensure new and existing Utility Account Representatives gain the desired knowledge, skills, and behaviors needed to effectively perform their job;
Delivering training on technical skills, which include multiple billing system applications, and soft skills needed to effectively communicate with SCL and SPU customers;
Work with the Customer Response Division Leadership and Business Support Team to identify training needs, develop new processes and /or update existing processes to provide clarity or to gain efficiencies to reduce both talk time and handle time;
Scheduling and coordinating all classroom training with Supervisors and Managers;
Compiling information regarding training effectiveness and trainee attendance, progress, behavior, and classroom performance and communicate to the Customer Response Division Director and Leadership Team;
Recommending, creating, and delivering training to directly to Utility Account Representatives and other staff when needed;
Communicating policy and procedural changes to the staff in person and managing all content in SharePoint;
Responsible for developing training and procedural content that is easily accessible in SharePoint and meets the needs of the UAR / Contact Center staff;
Measuring the training success by using survey tools, reviewing key performance metrics, and quality assurance results;
Leadership skills to effectively direct UARs while in a training class environment with the ability to properly evaluate comprehension and application of all subject material pertaining to the work;
Create and deliver all new hire and ongoing training related to customer services skills.

Bachelor's Degree in Education, Psychology, Public Administration, Training/Development, or a related field.
Two (2) years of experience designing & implementing adult training or education courses, project management training, and/or in programs that involve conducting training needs assessments, developing and coordinating training courses, and administering training consultant contractors.
Appropriate combinations of education and/or training and/or work experience that provide the ability to perform this work will be considered.

Desire Qualifications:
Experience working in a contact / call center or customer service work environment.
Experience and knowledge regarding the billing of utility services
Experience in providing training directly to staff
Experience working in a team oriented environment
Knowledge of Windows, Power Point, Word and Excel or similar programs
Familiarity with Knowledge Bases, Internal portal pages, and billing system applications
High level of effective interpersonal communications skills, both written and verbal, including organization and presentations skills

Additional Information:

SPU is interested in an experienced, results-oriented training coordinator with a positive attitude and strong work ethic. Previous experience in a Call Center or Customer Response Center environment is highly desirable. The ideal candidate will possess strengths in business analysis, decision making, communication, team building, as well as ability to work with multiple priorities. An ability to work effectively alone and as part of a team are a must. The ability to train with the commitment to support employees with clear direction is essential for this position. If you do not possess these traits, skills and abilities, this job is not for you. However, if these attributes describe you, and you are enthusiastic about delivering training and implementing innovative educational solutions to problems, apply now.

Additional Information:

As a member of the Customer Response Division, you will be a valued member of a large organization responsible for delivering world class customer service to Seattle Public Utilities and Seattle City Light customers. As an SPU employee, you will become part of an organization that values Safety, Respect, Diversity, Trust, Humor, Productivity, Integrity, Innovation, and Partnership. You will enjoy time off for 10 paid, city of Seattle observed holidays, and will also be able to take advantage of excellent benefits, which include medical, dental, vision, retirement, and life insurance. New employees are eligible to request vacation leave after six (6) months of continuous service.
Special Conditions: Training may need to be conducted after hours or on weekends.

Please attach a Cover Letter and Resume describing how your experience makes you a good fit for this role.
A background check will be required for candidates selected for employment who are not currently working for the City of Seattle.