Training Specialist

Posting End Date:

Work Place Flexibility: Hybrid

Legal Entity: Entergy Services, LLC

Entergy Corporation is an integrated energy company engaged primarily in electric power production and retail distribution operations. Entergy owns and operates power plants with approximately 30,000 megawatts of electric generating capacity, including 8,000 megawatts of nuclear power. Entergy delivers electricity to 2.9 million utility customers in Arkansas, Louisiana, Mississippi and Texas. Tracing its history to 1913 and headquartered in New Orleans, Louisiana, Entergy has annual revenues of $11 billion and more than 13,000 employees.

JOB SUMMARY/PURPOSE:

The Training Specialist will create strategies and approaches to shape workforce skills, knowledge and behaviors to ensure business success by managing competencies, aligning objectives to organization goals and providing timely, accurate feedback on performance. This role will be responsible for providing train the trainer for Suppliers and Entergy's Non-Technical Skills Training Group. This position will be responsible for creating, owning and continuous improvement of Entergy's training certification program.

JOB DUTIES/RESPONSIBILITIES:

• Will oversee and have the responsibility of conducting train the trainer sessions with Entergy and Supplier for all skill types

• Oversee Training Certification Program and perform audits to assess trainers' performance and compliance for both Entergy and Supplier

• Own, prepare, and make necessary changes to all classroom curriculums. Will oversee the classroom training environment, including conducting assessments, evaluating trainees, and managing agent training needs (West Monroe)

• Disseminates assignments as appropriate for the Non-Technical Skills Training Group

• Lead Service Delivery projects as it relates to training or developing or implementing new processes across Entergy and Suppliers

• Promote ways to create value and reduce costs within the knowledge management in Service Delivery

• Deliver training on an as needed basis to Entergy Contact Centers across all skill sets

MINIMUM REQUIREMENTS:

Minimum education and experience required of the position

6+ years of related professional experience is required and a minimum of 12 months training experience and/or equivalent Contact Center process and procedure knowledge

Minimum knowledge, skills and abilities required of the position

• Demonstrated ability to innovate i.e. implemented continuous improvement ideas

• Superior written communication skills

• Strong analytical skills that demonstrate sound judgment

• Excellent decision-making ability and problem-solving skills

• Strong attention to detail

• Able to work under pressure to ensure that strict timelines and deadlines are achieved

• Strong understanding of human behavior and skilled in providing constructive feedback

• High quality communication skills, both oral and written

• Able to work independently with minimal supervision

• High level of professionalism

• Strong presentation skills

• Proven customer contact skills and experience

• Self-manager

• Ability to multitask effectively

• Excellent interpersonal skills and ability to function within a team

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Primary Location: Arkansas-Little Rock Arkansas : Little Rock

Job Function: Professional

FLSA Status: Professional

Relocation Option: No Relocation Offered

Union description/code: NON BARGAINING UNIT

Number of Openings: 1

Req ID: 114586

Travel Percentage:Up to 25%

An Equal Opportunity Employer, Minority/Female/Disability/Vets. Please click here to view the EEI page, or see statements below.

EEO Statement: The Entergy System of Companies provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, gender, sexual orientation, gender identity or expression, national origin, age, disability, genetic information, marital status, amnesty, or status as a protected veteran in accordance with applicable federal, state and local laws. The Entergy System of Companies complies with applicable state and local laws governing non-discrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment including, but not limited to, recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.

The Entergy System of Companies expressly prohibits any form of unlawful employee harassment based on race, color, religion, sex, gender, sexual orientation, gender identity or expression, national origin, age, genetic information, disability, or veteran status. Improper interference with the ability of the Entergy System of Company employees to perform their expected job duties is absolutely not tolerated.

Accessibility: Entergy provides reasonable accommodations for online applicants. Requests for a reasonable accommodation may be made orally or in writing by an applicant, employee, or third party on his or her behalf. If you are an individual with a disability and you are in need of an accommodation for the recruiting process please click here and provide your name, contact number, the accommodation requested and the requisition number that you are requesting the accommodation for. Employee Services will contact you regarding your request.

Additional Responsibilities: As a provider of essential services, Entergy expects its employees to be available to work additional hours, to work in alternate locations, and/or to perform additional duties in connection with storms, outages, emergencies, or other situations as deemed necessary by the company. Exempt employees may not be paid overtime associated with such duties.

Entergy Pay Transparency Policy Statement: The Entergy System of Companies (the Company) will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the Company's legal duty to furnish information. 41 CFR 60-1.35(c). Equal Opportunity and Pay Transparency.

Pay Transparency Notice:

Pay Transparency Nondiscrimination Provision (dol.gov)

The non-confidential portions of the affirmative action program for individuals with disabilities and protected veterans shall be available for inspection upon request by any employee or applicant for employment. Please contact HRCompliance@entergy.com to schedule a time to review the affirmative action plan during regular office hours.

WORKING CONDITIONS:

As a provider of essential services, Entergy expects its employees to be available to work additional hours, to work in alternate locations, and/or to perform additional duties in connection with storms, outages, emergencies, or other situations as deemed necessary by the company. Exempt employees may not be paid overtime associated with such duties.

Please note: Authorization to work in the United States is a precondition to employment in this position. Entergy will not sponsor candidates for work visas for this position.