Job Title: Training Specialists

Work Place Flexibility: Hybrid 

Legal Entity: Entergy Services, Inc.-ESI (OLD) 

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 approach 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 training in the Entergy Business Center and different levels of employees across the organization including but not limited to Account Management Teams, Suppliers and Entergy’s Non-Technical Skills Training. 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 training sessions with various employees that support Commercial and Industrial (C&I) stakeholder groups including suppliers

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

•Own, prepare, and make necessary changes to curriculum.  Will oversee the training environment, including conducting assessments, evaluating trainees, and managing agent training needs

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

•Formalize documentation for C&I critical processes and procedures

•Coordination of change management for both internal and external stakeholders

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

•Deliver training on an as needed basis to Entergy Business Center 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

#LI-HR1

Primary Location: Arkansas-Little Rock Arkansas : Little Rock 
Job Function: All Other Jobs
FLSA Status: Professional 
Relocation Option: No Relocation Offered
Req ID: 119678
Travel Percentage:Up to 25%

An Equal Opportunity Employer, Minority/Female/Disability/Vets. Please click here to view the EEO 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, 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.

Equal Opportunity

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.

EEI Testing:

One way that Entergy has found to identify and assess the abilities and skills needed for certain jobs is through pre-employment testing. If this position does require an EEI test, the type of test will be located under the qualifications section of the job posting. If you are invited to a test session, we strongly recommend you review and complete the practice test as well as review the testing brochure for your respective test.  The test brochure will give you critical information on the test such as time allocated and number of questions.  Also, keep in mind that the actual test is timed; you should practice timing yourself while doing the practice tests. The practice test information and test brochures can be located by going to the EEI website, http://www.eei.org/practicetests, Logon ID:  entergy, password:  practice test (2 words). Travel expenses incurred in connection with EEI testing are non-reimbursable.

In addition to EEI testing there is also Fit-for-Duty testing which will identify and assess the abilities and skills needed for certain jobs. If this position does require Fit-for-Duty testing, the type of test will be located under the qualifications section of the job posting.

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.

Our expectations are the five employee and leader behaviors we believe are essential for positive stakeholder outcomes.

Our expectations:

1. Make our customers more successful
2. Innovate and continuously improve
3. Collaborate and share knowledge
4. Be accountable for results
5. Recognize and reward outcomes