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Sr. Customer Contact Center Instructor Job

Date: May 8, 2019

Location: WI - Eau Claire, US, 54701

Company: Xcel Energy

Location(s): MN - Roseville; TX - Amarillo; WI - Eau Claire


Are you looking for an exciting job where you can put your skills, talents and education to work at a company you can feel proud to be a part of? Do you want a workplace that will challenge you and offer you opportunities to learn and grow?  A professional position at Xcel Energy could be just what you’re looking for.



Responsible to design, develop, and deliver the most advanced classroom and hands-on training to the Customer Care service employees related to systems, products, and services to ensure maximum effectiveness and to support customer satisfaction. Responsible to provide consulting services for training of technical hard and soft skill to organizational leaders and act as a subject matter expert in one or more areas of specialty, including Teaching Methodology, Instructional Design, and Performance Analysis. Utilize instructional design methodology and evaluation to develop and maintain training methods and materials for various levels of training. Perform statistical analysis to quantitatively and qualitatively evaluate effectiveness of delivered training including the tracking of attendance and agent progression via assessment data management.

Essential Responsibilities
  • Training Delivery - Provide classroom delivery of Contact Center agent training progression, Sustainment training, Individual Coaching, and web based and Synchronous delivery. Ensure effective delivery of training for all levels.
  • Training Delivery Methods - Conduct peer evaluations, manage delivery standards and reporting, knowledge increase metrics, actively research and design adult learning methods and benchmarking to peer organizations, manage training material inventories and coordinate orders with vendors, monitor classroom attendance policies and reporting requirements.
  • Performance Analysis - Develop and maintain quantitative and qualitative analysis tools as they relate to scorecard measures. Create reports based on data compiled from various internal and external sources such as Quality Assurance and Resource Management. Create and manage the Contact Center agent training progression, conduct training effect studies and develop data through reporting tools, assist manager with scheduling and resource allocation.
  • Instructional Design - Apply highly advanced curriculum development knowledge and skills. Design effective instruments and materials based on the administration of task analysis and performance gap identification tools. Utilize ISD methodology to transfer instructional requirements through appropriate adult learning theory. Perform statistical analysis to quantitatively and qualitatively evaluate overall effectiveness, cost benefit and ultimate bottom line impact of the training/consulting project.
  • Other duties include: Historical data acquisition, Editing, Content creation and cross functional support. Responsible for transfer of data between Business Integration, Communications and Training departments.

  • High school diploma or equivalent
  • Bachelor's degree in Training/Development or related field (6 years related experience may substitute for the degree)
  • 5 years of training work experience or related (additional education/vocational licenses may substitute for years of experience)
  • Experience with adult learning theory and training design methodology
  • Demonstrated expertise in Specialization areas including: Training Methodology, Instructional Design, and Performance Analysis
  • Demonstrated organizational skills, ability to communicate and make presentations Excellent written and verbal communication skills required
  • Demonstrated relationship development and team building skills
  • Ability to act as a liaison between subject matter experts, supervisors and managers
  • Advanced PC/Systems expertise (CRS Applications, MRAS, Microsoft Word, Excel, Toolbook, PowerPoint, Publisher)
  • Advanced knowledge of call center policy and procedures, billing, and meters
  • Knowledge and demonstrated experience with OSHA and departmental safety procedures
  • Selection criteria may include testing and/or assessment





As a leading combination electricity and natural gas energy company, Xcel Energy offers a comprehensive portfolio of energy-related products and services to 3.4 million electricity and 1.9 million natural gas customers across eight Western and Midwestern states. At Xcel Energy, we strive to be the preferred and trusted provider of the energy our customers need. If you’re ready to be a part of something big, we invite you to join our team.


Posting Notes:  WI - Eau Claire || MN - Roseville; TX - Amarillo; WI - Eau Claire || United States (US) || Customer And Innovation || 84215:Talent/Training || Full-Time || Non-Bargaining ||

Requisition Number: 18379

Equal Opportunity Employer: Minority/Female/Disability/Veteran

Individuals with a disability who need an accommodation to apply please contact us at

Nearest Major Market: Eau Claire

Job Segment: Instructor, Training Instructor, Consulting, Curriculum, Change Management, Education, Technology, Management