Call Center Sales Trainer
Energy Future Holdings Corp. - Irving, TX

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TXU Energy, a subsidiary of Energy Future Holdings , formerly TXU Corp., is a market-leading competitive retail electricity provider. TXU Energy provides electricity and related services to millions of Texans across the state. The company offers a variety of innovative products and solutions, including 24/7 customer service, competitively priced service plans, energy efficiency options and renewable energy programs.

Acquisition and Retention Learning Consultants work with business leaders and subject matter experts to determine the training needs of the organization focusing on the sales culture and skills of our call centers. Through needs analysis, gap analysis and performance consulting, they consolidate the requirements and create learning objectives each assigned project. They determine the best delivery method based on the defined needs and work with other team members to design the learning offering. Learning Consultants will develop training materials, activities and assessments that are appropriate to meet the objectives. They will deliver training programs, train the trainer sessions, workshops and classes through live or remote instructor-led training and develop methods for assessing knowledge transfer and training effectiveness. They evaluate student performance against expectations and may provide feedback and coaching.

Key Roles & Responsibilities Other duties may be assigned. Directly or through others, the incumbent will:

Accountable for performance improvements in assigned target audience.
Provide recurrent training to the sites with regards to sales culture and skills
Ensure the continuation of site level sales skills and sales culture through the deployment of sales skills and tactics
Creates gap analysis or needs analysis and uses that analysis to prepare learning objectives appropriate for the target audience.
Identify appropriate learning methods and develop training material that consists of written course content, presentation material, instructor guides, eLearning, or learning activities focused on meeting defined learning objectives
Develop student assessments (Level 2 and Level 3) based on defined learning objectives
Deliver training programs, workshops and classes through live or remote instructor-led training.
Manages a live or remote classroom through effective facilitation processes that enable efficient delivery of curriculum and a training environment conducive to learning.
Uses up-to-date knowledge and skills associated with the content being delivered and often acts as a subject matter expert in the technical/functional area of the content.
Determines audience needs and flexes program delivery to be applicable for the particular audience
Actively work with operations, legal and regulatory review, sales and vendor partners to ensure appropriate feedback is consolidated and incorporated into future training offerings.
Works flexible hours to support delivery of workshops which exceed the typical workday or are scheduled outside of normal working hours
Conducts Train-the-Trainer for global vendor partner based on defined curriculum
Manages training development projects with little guidance from others.
May require up to 25% domestic or international travel. Education, Experience, & Skill Requirements

Bachelor’s degree in Adult Education, K-12 Education, English, Comminication or Business or other related field, or 5-8 years related experience.
Experience in training, technical writing, instructional design, assessment design and development, and eLearning design and development preferred.
Advanced knowledge of Microsoft Office.
Communication skills with senior and executive levels of management
Experience with eLearning development tools such as Articulate, Captivate, or similar tools.
Proficient with concepts of ADDIE, Accelerated Learning and action learning and applies to training development and delivery.
Develops, maintains and applies training and adult learning theory knowledge.
Applies knowledge of the participants’ work environment when designing and developing training material, activities and job aides.
Expert at preparing learning objectives to satisfy training needs analysis.
Understands company business issues and priorities and applies this knowledge to provide examples to illustrate key points and increase the impact of their facilitation
Leads, manages and debriefs group discussion and other learning activities to make the learning concepts relevant to participants
Delivers clear instructions to keep groups on track
Manages time effectively; focuses on the critical priorities and reprioritizes to meet business and training demands
Occasional long, irregular hours.
Use of a PC, computer terminal and/or telephone over 6 hours a day.
Ability to deliver stand-up training sessions for 6 hours per day.
Problem solving/Decision making
Quickly adapt to changing priorities
Ability to handle sensitive and confidential information
Open workspace office environment.

EDUCATION/EXPERIENCE

The minimum education requirements are:
Bachelor’s degree in business or related field strongly preferred
MBA or other related advanced degree beneficial The minimum experience requirements are:

5+ years related work experience
1-2 years experience with customer facing and project coordination/management methods required\
Experience in training, technical writing, instructional design, assessment design and development, and eLearning design and development preferred.
Advanced knowledge of Microsoft Office.
Communication skills with senior and executive levels of management
Experience with eLearning development tools such as Articulate, Captivate, or similar tools.
Proficient with concepts of ADDIE, Accelerated Learning and action learning and applies to training development and delivery
Develops, maintains and applies training and adult learning theory knowledge.

PHYSICAL/MENTAL DEMANDS AND WORKING CONDITIONS Requires the ability to perform the essential duties and responsibilities in the following environment:

Occasional long, irregular hours
Use of a PC, computer terminal and/or telephone over 4 hours a day
Occasional bending, twisting, crouching, pulling, pushing, and/or reaching to access job-related materials
Open workspace office environment
Operating in a fast-paced professional office environment
Some travel to vendor and supplier locations; occasional overnight travel may be required.
Occasionally lifts/moves up to 40 lbs.

SCOPE LEVEL

Responsibility level:
Responsible for leading cross-functional work teams within TXU Energy, External Business Partners and Regulatory workgroups with the goal to greatly improve work processes related to TXU retail customer retention and growth. Seeks minimal guidance/works under minimal supervision from Team Leads, Management, SME’s, etc.

SKILLS AND COMPETENCIES The following knowledge, skills and capabilities must be demonstrated at a proficient level:

Excellent negotiating, consensus building and conflict resolution skills
Extensive communication and teamwork skills with both internal and external customers
Ability to work effectively in a rapidly changing environment
Able to effectively contribute to and lead small work groups, process team and focus groups
Advanced Skill in using computer software applications such as MS Office products
Able to solve problems guided only by general organization objectives, policies, and goals Strong analytical skills, including root cause analysis Working knowledge of Internet and related emerging technologies used to effectively aggregate/analyze critical business data
Excellent Project Management skills
Skill in developing process flows It is the policy of Energy Future Holdings, Luminant, and TXU Energy to comply with all employment laws and to afford equal employment opportunity to individuals in all aspects of employment without regard to race, color, religion, sex, pregnancy, national origin, age, disability, military service, veteran status, genetic information, or any other status protected under the law.

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