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National Grid Instructor in Northboro, Massachusetts

As part of National Grid’s continued commitment to safety, all new hires must be fully vaccinated against COVID-19. Anyone unable to be vaccinated, either because of a sincerely held religious belief or medical reason can request a reasonable accommodation.

About us

National Grid is hiring two Instructors for our Contact Center in Northboro, MA.

Every day we deliver safe and secure energy to homes, communities, and businesses. We are there when people need us the most. We connect people to the energy they need for the lives they live. The pace of change in society and our industry is accelerating and our expertise and track record puts us in an unparalleled position to shape the sustainable future of our industry.

To be successful we must anticipate the needs of our customers, reducing the cost of energy delivery today and pioneering the flexible energy systems of tomorrow. This requires us to deliver on our promises and always look for new opportunities to grow, both ourselves and our business.

Job Purpose

Plan, develop and coordinate all training programs for the Customer team using all available delivery methods based on need, effectiveness, and efficiency to provide and maintain a quality and cost-effective program. Maintain and update all associated training materials, policies, procedures. Facilitate in person and virtual new hire and existing Agent training classes as well as train-the-trainer sessions for peers and valued partners. Identify skills gaps, ensure class attendees stay motivated, and document and share findings and feedback with key stakeholders.

Key Accountabilities

• Develop training plans for contact centers and champion innovation through new forms of learning.

• Identify, develop, maintain, and deliver all training content over various training media: classroom, virtual, computer-based training, self-instruction, train-the-trainer, and e-learning methods.

• Analyze themes and trends from a wide range of data sources to identify how different scenarios and action plans could improve training performance

• Partner with Contact Center and Communications teams to support all related communication strategies and programs associated with training.

• Partner with Quality Assurance, Workforce Management, Functional Process teams, and other key stakeholder groups to identify issues and lead continuous improvement efforts associated with training.

• Prepare and write relevant documentation to maintain and update annual training plans and all associated training policies, procedures, and training content and materials.

• Build upon technical/professional skills within own area of specialism or of other processes to continually grow your personal contribution to the business.

• Develop relationships with internal and external stakeholders to obtain and share information that will benefit National Grid.

Qualifications

• Contact Center experience preferred

• Excellent follow-up, time management, and organization skills

• Strong editing, written, and oral communication skills

• Strong interpersonal skills

• Ability to coordinate several projects simultaneously

• Proactive technical troubleshooting and problem-solving skills

• Associates or bachelor’s degree in a related training field preferred or 3+ years related work experience (Customer Service Trainer, Supervisor, Team Leader, Instructor, or similar role)

• Knowledge of CSS, Salesforce and/or CRIS systems

More Information

This position has a career path which provides for advancement opportunities within and across bands as you develop and evolve in the position; gaining experience, expertise and acquiring and applying technical skills. Candidates will be assessed and provided offers against the minimum qualifications of this role and their individual experience.

National Grid is an equal opportunity employer that values a broad diversity of talent, knowledge, experience and expertise.  We foster a culture of inclusion that drives employee engagement to deliver superior performance to the communities we serve.  National Grid is proud to be an affirmative action employer. We encourage minorities, women, individuals with disabilities and protected veterans to join the National Grid team.

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