Training Specialist II

Location: Remote for candidates in Pennsylvania, Kentucky, or Rhode Island, with occasional on-site presence required for go-lives, face-to-face interaction, vendor training, and team coordination. The company may assign the role to on-site, remote, or hybrid work, and the assigned location may change.

Pay range: $40–$45/hour, W-2.

Company

hirify.global, operating as PTR Global in the description, provides information technology and workforce solutions across the United States and Canada.

What you will do

• Organize, develop, plan, and execute Contact Center training curricula covering instructor-led training, procedure manuals, job aids, e-learning assets, and assessments.
• Facilitate instructor-led and on-the-job training, demonstrations, meetings, and workshops for Contact Center and supporting teams.
• Collaborate with operational and product teams to identify curriculum gaps and align training with changing systems, tools, procedures, and requirements.
• Track and report participation, assessment results, retraining needs, program effectiveness, and improvement recommendations.
• Develop assessment criteria and processes, use evaluation results to improve training programs, and implement program requirements with functional leaders.
• Build internal and external relationships, apply current training methods and LMS capabilities, and support emergency or storm assignments affecting customer service.

Requirements

• Bachelor’s degree or at least five years of progressive training experience.
• Demonstrated ability to create and facilitate technical and operational training programs and materials for classroom and e-learning environments.
• Ability to absorb information from multiple stakeholders, develop creative and practical business and training solutions, and deliver timely results in a highly technical, operational environment.
• Excellent facilitation, organizational, and time management skills, with the ability to manage multiple programs and stakeholders.
• Knowledge of industry-leading training methods, platforms, tools, and learning management systems, including proficiency in Microsoft Office and related software.
• Ability to understand diverse stakeholders, tailor communication to the audience, promote team effectiveness, communicate expectations, and support root-cause analysis and problem solving.

Nice to have

• Utility experience.
• Knowledge of Rhode Island Energy’s electric or gas policies, processes, systems, tariffs, and general practices.
• Knowledge of customer experience and systems in a regulated environment.
• Exposure to Rhode Island regulations and policies.

Culture & Benefits

• Twenty-four-month contract with remote work and limited in-person meetings.
• Emergency and storm role commitment may require a special assignment to restore power or address customer-service issues.
• W-2 consultants have access to medical, dental, vision, 401(k) contributions, PTO, sick leave, and other applicable benefits.
• Work may require occasional office or on-site attendance, and the assigned work location may change.