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Sr Customer Contact Center Instructor Job

Location(s): MN - Minneapolis; MN - Roseville; MN - St Paul; TX - Amarillo; WI - Chippewa Falls; WI - Eau Claire; WI - Menomonie


Do you want to start your career at a leading energy company with lots of room to grow? If you’re ready to work hard in an environment where you’ll be challenged, respected, and encouraged to develop your skills and talents, an entry-level job at Xcel Energy is your first step.

This position will focus specifically on developing and delivering sales-focused training. This includes selling services initially to customers (sales models) as well as upselling and continuous improvement.


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





COVID-19 Vaccine Requirement 
COVID-19 continues to significantly impact our employees, families and communities. With employee health and safety as our top priority, Xcel Energy requires all new persons be fully vaccinated or receive a formal medical or religious accommodation prior to their start date, unless prohibited by state or local law. 


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:  MN - Minneapolis || MN - Minneapolis; MN - Roseville; MN - St Paul; TX - Amarillo; WI - Chippewa Falls; WI - Eau Claire; WI - Menomonie || United States (US) || Customer And Innovation || 84215:Talent/Training || Full-Time || Non-Bargaining ||

The anticipated starting base pay for this position is: $58,000 to $82,666 per year

Click here to see our benefits


Requisition Number: 29535

Equal Opportunity Employer: Minority/Female/Disability/Veteran

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

EEO is the Law | EEO is the Law Supplement | Pay Transparency Nondiscrimination | Equal Opportunity Policy (PDF) | Employee Rights (PDF)

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Our Values: One Team Powered by Many


Nearest Major Market: Minneapolis

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