Customer Contact Center Trainer II

Duquesne Light Company, headquartered in downtown Pittsburgh, is a leader in providing electric energy and has been in the forefront of the electric energy market, with a history rooted in technological innovation and superior customer service. Today, the company continues its role as a leader in the transmission and distribution of electric energy, providing a secure supply of reliable power to more than half a million customers in southwestern Pennsylvania. 

Duquesne Light Company is committed to creating a culture of inclusion.  We value and respect the unique differences and experiences of our employees.   We believe that our differences lead to better collaboration, innovation and outcomes.  We want you to join our team!

The Customer Contact Center Trainer II is responsible for designing, delivering, and evaluating training programs that equip customer service representatives with the skills, knowledge, and behaviors required to deliver an exceptional customer experience. This role supports onboarding, continuous learning, performance improvement, and process updates within the contact center. This position will report to the Sr. Manager, Customer Contact Center and Service Excellence. 

Key Responsibilities:

Training Delivery

• Facilitate CSR continuous education, contact center change management and support related enterprise ongoing training sessions (classroom, virtual, and on-the-job).


• Deliver training on customer service skills, systems, products, policies, and processes.


• Use engaging training techniques to enhance learning retention and participation.
  

Curriculum Development

• Update training materials, modules, job aids, and assessments.


• Ensure content reflects current processes, systems, and company standards.


• Partners with instructional design team and subject matter experts to aid in design and build to launch engaging and effective training programs that support adult learner’s needs-maintaining accuracy of training materials. 
  

Performance Support

• Monitor trainee performance and provide coaching and feedback.


• Identify skill gaps and recommend targeted training interventions.


• Support quality improvement initiatives and reinforce best practices.
  

Evaluation & Reporting

• Assess training effectiveness through evaluations, assessments, and performance metrics.


• Track and report on training completion, effectiveness, and ROI indicators.


• Continuously improve training programs based on feedback and results.

Stakeholder Collaboration

• Work closely with operations managers, quality teams, and leadership to align training with business goals.


• Participate in calibration sessions to ensure consistency in service delivery.

Required Skills & Competencies

• Strong communication and presentation skills


• Ability to simplify complex information for diverse audiencesCoaching and mentoring capabilities


• Knowledge of customer service best practices


• Adaptability in a fast-paced environment


• Strong organizational and time management skills


• Analytical thinking and problem-solving ability

Qualifications

• Bachelor’s degree (or equivalent experience) preferred


• 2–4+ years of experience in a contact center environment


• Prior training, coaching, or facilitation experience strongly preferred


• Familiarity with learning management systems (LMS) is an advantage

Key Performance Indicators (KPIs)

• New hire readiness and speed to proficiency


• Training satisfaction scores


• Employee performance improvement (QA scores, CSAT, etc.)


• Knowledge retention and assessment scores


• Reduction in repeat errors or escalations
  

Hybrid Work
Position follows our hybrid work model, with a minimum of two days working in the office and the remaining days working remotely. Reporting location and frequency may be subject to change based on job role and department needs.

Storm Roles
All Non-Union Employees will serve in storm roles as appropriate to their role and skillset. Please be sure to discuss storm roles with the hiring manager for this position, as duties can vary across the Company. Examples of storm roles could include but aren’t limited to duties such as: working with operations for service center support or with the communications, customer service or government affairs teams to respond to public and customer requests for information, etc.

EQUAL OPPORTUNITY EMPLOYER

Duquesne Light Holdings is committed to providing equal employment opportunity to all people in all aspects of the employment relationship, without discrimination because of race, age, sex, color, religion, national origin, disability, sexual orientation and gender identity or status as a Vietnam era or special disabled veteran or any other unlawful basis, as defined by applicable law, and fostering a workplace free of unlawful discrimination and retaliation. This policy affects decisions including, but not limited to, hiring, compensation, benefits, terms and conditions of employment, opportunities for promotion, transfer, layoffs, return from a layoff, training and development, and other privileges of employment. An integral part of Duquesne Light Holdings' commitment is to comply with all applicable federal, state and local laws concerning equal employment and affirmative action.

Duquesne Light Holdings is committed to offering an inclusive and accessible experience for all job seekers, including individuals with disabilities. Our goal is to foster an inclusive and accessible workplace where everyone has the opportunity to be successful.

If you need a reasonable accommodation to search for a job opening, apply for a position, or participate in the interview process, connect with us at [email protected] and describe the specific accommodation requested for a disability-related limitation.