Specialist II, Training

Specialist II, Training

Our purpose is sustaining energy and water for life, and it is demonstrated in everything we do as a business, and as an employee team. At Liberty, we hire passionate people who care about doing the right thing for our customers. We are entrepreneurial, creative, and outcome-focused. Here, your natural talent and achievements will flourish in an inclusive environment of teamwork, trust and continuous learning. We are always pursuing excellence to exceed our ambitions goals, rewarding both the goal outcome and how we achieve it.

The Specialist II, Training is responsible for the end-to-end development, delivery, and evaluation of training programs that enhance the performance and capabilities of customer service representatives. This role ensures training initiatives are aligned with organizational objectives, regulatory requirements, and industry best practices, contributing directly to operational excellence and service quality within the Customer Contact Center.

Accountabilities :

• Training Program Development : Design, implement, and continuously improve training curricula for onboarding, skill enhancement, and compliance, utilizing e-learning platforms and automation tools to maximize engagement and accessibility.
• Instructional Delivery : Facilitate training sessions using diverse modalities (in-person, virtual, blended), adapting content and delivery methods to meet the needs of a varied workforce.
• Performance Measurement : Establish and maintain robust metrics to assess training effectiveness, including completion rates, assessment scores, and post-training performance indicators. Analyze data to identify trends, gaps, and opportunities for improvement.
• Process Optimization : Collaborate with cross-functional teams to identify and implement process improvements that support organizational goals, regulatory compliance, and customer satisfaction. Document and report on the impact of process changes.
• Stakeholder Engagement : Prepare and present training outcomes, recommendations, and analytics to leadership and key stakeholders. Serve as a subject matter expert in training methodologies and adult learning principles.
• Project Support : Contribute expertise to special projects related to quality assurance, training, and operational efficiency as assigned by management.

Additional Information :

Education and Experience :

What We Offer :

Algonquin Power & Utilities Corp. is a growing renewable energy and utility company with over $15 billion of assets across North America and internationally. For more than 30 years, Algonquin has demonstrated an unwavering commitment to delivering clean energy and water solutions. Our rapid growth has led both our regulated utility services and renewable energy business groups into different geographies and commodities, but our purpose remains unchanged Sustaining Energy and Water for Life. Through our operating business (Liberty), we provide regulated electricity, water, and natural gas utility services to over 1 million customer connections, primarily in North America. And, our growing portfolio of clean, renewable wind, solar, hydro and thermal power generation facilities represent over 3 GW of renewable generation capacity in operation and under construction. With our robust, diversified, and growing presence in communities across North America and internationally, we are continually demonstrating our "Think Global, Act Local" business model.

We are focused on building a diverse and inclusive workforce. If you are excited about this role and are not certain you meet all the qualification requirements, we encourage you to apply to further investigate the opportunity. We are an equal opportunity employer and value each person's unique background, diversity, experiences, perspectives and talents. Full participation of all employees in a safe, healthy and respectful environment is key to individual and company success. We are committed to fully utilizing the abilities of all of our employees and expect each of our employees to honor this commitment in their daily responsibilities.