Sr Call Center Trainer

Requisition: 79153

PSEG Company: PSEG Long Island 

Salary Range: $ 75,000 – $ 118,700 

Incentive: PIP 10% 

Work Location Category: Hybrid 

PSEG operates under a Flexible Work Model where flexible work is offered when job requirements allow. In support of this model, roles have been categorized into one of four work location categories: onsite roles, hybrid roles that are a blend of onsite and remote work, remote local roles that are primarily home-based but require some level of purpose-driven in-person interaction and living within a commutable distance, and remote non-local roles that can be effectively performed remotely with the ability to work in approved states.

We want you to be healthy, balanced, and feel secure. That’s why you’ll enjoy a comprehensive range of benefits, with a focus on supporting your whole health. Starting on day one of your employment, you’ll be offered several health-related benefits including medical, vision, dental, and well-being and behavioral health programs. We also offer a retirement program, 401(k) with company match, company paid life insurance, tuition reimbursement and a minimum of 18 days of paid time off per year.

PSEG offers a unique experience to our more than 12,000 employees – we provide the resources and opportunities for career development that come with being a Fortune 500 company, as well as the attention, camaraderie and care for one another you might typically associate with a small business. Our focus on combatting climate change through clean energy technology, our new net zero climate vision for 2030 and enhanced commitment to diversity, equity and inclusion; and supporting the communities we serve make this a particularly exciting time to join PSEG.

Job Summary

The Customer Operations Trainer is a content expert and training process expert who develops and delivers training that integrates business processes with skills and knowledge required for call center employees to safely and effectively perform their job duties. Provides coaching and guidance to newly hired call center trainees, experienced call center agents (on emerging topics), in addition to SMEs and adjunct trainers. The Customer Operations Trainer, partners with the call center operations and work force management teams to develop standards and procedures to deliver, improve, and streamline new hire and ongoing training processes.

Job Responsibilities

Conduct in classroom and remote training for all new incoming employees and for existing employees (as needed) on new and emerging topics. Provide subject matter expertise, ensuring efficient and comprehensive transfer of knowledge to enable successful completion of training by course participants. Utilize various methods and skills to deliver information in a manner that helps students readily grasp and understand associated concepts.

Design, develop, refine, and implement training materials for new and existing processes and procedures. Work to continuously identify and implement changes to course content and delivery to further enhance training experience.

Maintain and update existing training materials (manuals, job aids, knowledge checks etc.) to ensure successful transfer of knowledge in an understandable and comprehensive format, readily incorporating any new processes or procedures. Work to continuously improve the success of recruitment, training and retention activities.

Manage “special projects” as needed that require analysis and involvement from a “training point of view”. This may result in assisting with creation of training materials and customer service communications to support operational needs.

Job Specific Qualifications

Required

• Bachelor’s degree with 5 years of experience in the development and/or delivery of curriculum and classroom instruction (both in person and remote); In lieu of a Bachelor’s degree, 9 years –of relevant experience in the development and/or delivery of curriculum and classroom instruction
• Demonstrated experience monitoring and analyzing individual employee performance
• Demonstrated experience maintaining records for attendance and reporting/escalating any training issues as needed
• Demonstrated experience creating and maintaining a classroom environment that fosters a healthy learning atmosphere, an inclusive and diverse work environment where all employees feel welcome and supported, and a work environment that aligns well and fully models PSEG’s Code of Conduct
• Demonstrated experience designing, developing and implementing training materials for new processes and procedures
• Demonstrated organizational skills
• Demonstrated ability to effectively interact with various internal departments as needed
• Strong oral and written communication skills
• Storm Duty will require extra hours worked. No Lifting, No Extreme Weather, Must be able to work remotely or in office (Hybrid)
• Must have and maintain a valid US driver’s license with a safe driving record
• Job requires transportation to and from work location(s). Training may be in various offices across our service territory

Desired

• Knowledge of Call Center operations
• Familiarity with Call Center technology
• Experience in Database management or Microsoft Access
• Experience with electric utility operations

Minimum Years of Experience

5 years of experience

Education

Certifications

None Noted

Disclaimer

Certain positions at the Company may require you to have access to Part 810-Controlled Information. Under the law, the Company is limited in who it can share this information with and in certain circumstances it is necessary to obtain specific authorization before the Company can share this information. Accordingly, if the position does require access to this information, you must complete a 10 CFR Part 810 Export Control Compliance Nationality Request Form, a copy of which will be provided to you by Talent Acquisition if an offer is made. If there is a need for specific authorization, due to the time it takes to obtain authorization from the government, we will likely not be able to further proceed with an offer.

PSEG is an equal opportunity employer, dedicated to a policy of non-discrimination in employment, including the hiring process, based on any legally protected characteristic. Legally protected characteristics include race, color, religion, national origin, sex, age, marital status, sexual orientation, disability or veteran status or any other characteristic protected by federal, state, or local law in locations where PSEG employs individuals.

As an employee of PSEG you should be aware that during storm restoration efforts, you may be required to perform functions outside of your routine duties and on a schedule that may be different from normal operations.

For all roles, PSEG’s drug and alcohol testing program includes pre-employment testing, testing for cause, and post-incident/accident testing. For employees in federally regulated roles (including positions covered by USDOT, PHMSA, or NRC regulations), this also includes random testing. Although numerous states throughout the country have legalized marijuana/cannabis products recreationally and/or medically, it is prohibited for employees in federally regulated roles. Employees who are hired or transfer into a federally regulated role are subject to drug and alcohol testing, inclusive of marijuana. Please note that the use of CBD products may result in a positive drug test for THC/Marijuana and such use is not a legitimate medical explanation for such a positive result.

PSEG employees must apply for jobs internally through emPower which can be accessed through sharepoint.pseg.com by clicking on the emPower icon, then selecting careers. This site is strictly for candidates who are not currently PSEG employees, with the exception of PSEG employees who do not have company email addresses.

PSEG is committed to providing reasonable accommodations to individuals with disabilities. If you have a disability and need assistance applying for a position, please call 973-430-3845 or email [email protected].

If you need to request a reasonable accommodation to perform the essential functions of the job, email [email protected]. Any information provided regarding a disability will be kept strictly confidential and will not be shared with anyone involved in making a hiring decision.

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