Job Details

At Liberty, our mission is to sustain energy and water for life, and this purpose reflects in every aspect of our business and team culture.

We are looking for passionate individuals who are dedicated to serving customers. Join us as a Training Specialist II, where your talents will thrive in an inclusive environment that values creativity, teamwork, and continuous learning. We are committed to achieving excellence and recognize both the outcomes and the means by which they are accomplished.

Role Overview

The Training Specialist II plays a crucial role in developing, delivering, and evaluating training programs that enhance the performance of our customer service representatives. This position ensures that our training initiatives align with organizational goals, regulatory requirements, and industry standards, thus contributing to operational excellence and improved service quality within our Customer Contact Center.

Key Responsibilities

• Training Program Development: Create, implement, and refine training curricula for onboarding, skill enhancement, and compliance by utilizing e-learning platforms and automation tools for better engagement and accessibility.
• Instructional Delivery: Facilitate training sessions in various modalities (in-person, virtual, blended), tailoring content and delivery methods to fit the diverse needs of our workforce.
• Performance Measurement: Develop and maintain metrics to evaluate training effectiveness, including completion rates and performance indicators. Analyze data to discern trends and improvement opportunities.
• Process Optimization: Work with cross-functional teams to identify and implement process improvements that enhance customer satisfaction and comply with organizational goals. Document the impact of these changes.
• Stakeholder Engagement: Prepare and present training outcomes and analytics to leadership and stakeholders. Serve as an expert in training methodologies and adult learning principles.
• Project Support: Provide expertise to special projects related to training quality assurance and operational efficiency as assigned by management.

Additional Information

• This role does not entail direct or indirect reports.
• Minimal physical demands; occasional lifting of light objects may be necessary.
• Expect to influence decision-making within the Customer Contact Center through effective training and process improvements.

Education and Experience

• Bachelor's degree or equivalent combination of education and experience.
• At least 3 years of experience in training design and delivery within a customer service or contact center setting.
• Demonstrated proficiency with e-learning development tools (e.g., Articulate, LMS platforms) and training automation.
• A proven record in evaluating training effectiveness using both quantitative and qualitative data.
• Certifications in e-learning platforms, adult learning principles, or project management are advantageous.
• Exceptional analytical, communication, and presentation skills.
• Able to work both independently and collaboratively in a fast-paced environment.

What We Offer

As a valued team member, you will receive competitive compensation reflective of your skills and experience. Additionally, we provide a comprehensive benefits package including:

• Medical, Dental, Vision coverage & a 401K plan with a 5% match from day one.
• Eligibility for annual bonus and merit increases.
• Life insurance and short-term & long-term disability benefits.
• Employee Stock Purchase Program.
• Access to a free Employee Assistance Program & Headspace account.
• 3 weeks of vacation, 5 sick days, 12 paid company holidays, and 3 paid volunteer days.
• Tuition reimbursement, professional development opportunities, and reimbursement for certification costs.
• Recognition programs and a positive company culture fostering collaboration and flexibility.

Algonquin Power & Utilities Corp. is a growing renewable energy and utility company with assets exceeding $15 billion across North America and internationally. For over 30 years, we have been committed to providing clean energy and water solutions. Our growth has taken us into new geographies and commodities, yet our core purpose remains unchanged - Sustaining Energy and Water for Life.

Through our operations at Liberty, we serve regulated electricity, water, and natural gas utility services to more than 1 million customer connections, primarily in North America. Our portfolio of renewable energy sources demonstrates our commitment to sustainable practices.

We focus on building a diverse and inclusive workforce. If you find this role appealing, we encourage you to apply, even if you are uncertain about meeting all the qualifications!

We are an equal opportunity employer who values unique backgrounds, diversity, experiences, and talents. We are dedicated to creating a safe, healthy, and respectful environment where all employees can thrive.

Location of Position: Joplin, MO, US, 64801