Training Manager

• Develop and Execute Learning Strategies: Lead the creation and management of training initiatives for SouthStar Customer Operations, identifying opportunities and collaborating with contact center vendors to drive operational excellence.
• Manage Training Delivery: Oversee training for internal teams and outsourced providers across multiple locations, applying adult learning principles to enhance engagement and performance.
• Strengthen Vendor Collaboration: Ensure clear communication and alignment with vendors to meet mutual goals, while driving scalability and resource planning to support evolving business needs.
• Optimize Training Material Management: Implement a version control, storage, and delivery system for training materials to ensure accuracy and consistency.
• Standardize Operational Guidelines: Develop and maintain business rules and standard operating procedures to ensure clarity and alignment with strategic objectives.

• Align Contact Center Operations with Strategic Goals: Ensure contact center operations consistently support SouthStar Energy’s business objectives, customer satisfaction, and overall growth.
• Stay Ahead of Regulatory Requirements: Maintain expert knowledge of current and emerging regulatory standards to ensure compliance and proactively address changes.
• Master Business and Operational Insights: Cultivate advanced expertise in SouthStar Energy’s business processes and operations to drive informed decision-making and continuous improvement.
• Optimize Vendor and Operational Expenses: Track, analyze, and report various associated training costs while providing strategic insights and actionable recommendations to support efficient business planning and budgeting for Customer Operations.
• Deliver Results and Transparency: Track, measure, and effectively communicate performance results across all organizational levels, ensuring alignment, accountability, and actionable insights.

• Collaborate Across Teams: Partner with managers and business units to lead strategic and tactical planning for internal operations and vendor management, ensuring efficiency and effectiveness.
• Support Marketing and Pricing Campaigns: Work with marketing and pricing teams to implement targeted campaigns and segmentation strategies that attract and retain high-value customers.
• Oversee Call Quality: Monitor call quality and adherence to scripting, providing actionable feedback to internal stakeholders to drive continuous improvement.
• Manage Change Effectively: Coordinate with regulatory, legal, and cross-functional teams to manage changes within contact center operations.
• Champion Customer Advocacy: Represent the voice of the customer within SouthStar Energy and vendor organizations, ensuring their needs and expectations are met.
• Foster Alignment with Vendors: Act as a bridge between SouthStar Energy and vendors, ensuring collaboration, mutual understanding, and alignment to achieve shared objectives.

• Analyze Operational Metrics: Monitor, analyze, and report operational data daily, weekly, monthly, and annually to identify trends and opportunities for improvement.
• Leverage telephony systems and artificial intelligence tools to identify training gaps, analyze root causes, and develop targeted action plans to address and resolve underlying issues effectively.
• Address Customer Needs: Identify trends in customer inquiries and feedback across various segments, collaborating with internal teams to address and resolve customer concerns effectively.
• Optimize Programs and Partnerships: Work with internal and external stakeholders to design new programs, refine existing initiatives, and phase out underperforming programs or vendors to maximize impact and efficiency.

• Bachelor’s degree or equivalent experience.

• 8+ years of training content design, development and delivery experience in a contact center environment.
• Past experience in consumer services or B2C related industry.

• Certified Professional in Training Management (CPTM™).
• Previous experience in a retail energy industry.
• Past experience working with large-scale BPO agreements incorporating multi-towered services.
• Experience with Microsoft Dynamics – Banner, Prime, or a similar billing system.

• Ability to develop training materials using different media and learning principles.
• Ability to conduct trending and data analysis.
• Excellent analytical skills.
• Microsoft Office proficiency.
• Exceptional verbal and written communication skills. Ability to communicate in a positive and professional manner with customers, co-workers, employees and vendors.
• Strong organizational and problem resolution skills.
• Ability to coordinate and manage multiple tasks effectively.
• Minimal supervision is required. Must be able to demonstrate working independently yet operating effectively as a team player.

• Operational knowledge of the deregulated natural gas market in Georgia. 

• Position occasionally requires prolonged standing or walking. 
• The role sometimes necessitates reaching above shoulder level. 
• The role requires the ability to lift up to 10 pounds. 
• The incumbent works on-site in an office environment 4 days per week, with one remote workday and this schedule is subject to change based on business needs.
• This position requires occasional domestic and international travel (5-20% travel). Trips may require air travel and/or overnight stay away from home for one or more nights.