Director - Customer Svc Tech Training

The base salary range for this position is dependent upon experience and location, ranging from $138,657 to $190,654

Job Summary

The Director, Customer Service Technical Training is a critical role in the overall Customer Service technical training strategy. The Director plans, directs, and supports all technical training related to internal and external Contact Center, Billing, Credit and Collections customer service needs for the Avangrid network companies, incorporated with the Avangrid Quality Assurance program to inspect and validate the effectiveness of the provided learning by the front-line workforce. The Director will lead a team that develops solutions to drive best practices in relation to Training and Quality programs, harmonizing across companies whenever possible, so that Avangrid can successfully deliver its’ business strategy, with the provision of high-quality customer service and compliance with internal and regulatory expectations being of the utmost importance. The Director will be instrumental in understanding and incorporating changing business practices and rules and regulations into training processes, and continuously uptraining existing employees through micro-learning development and delivery, while ensuring service quality metrics are achieved.

Key Responsibilities

• Directs and supervises Customer Service technical training teams across the Avangrid Customer Service enterprise.

• Leads the development and implementation of all aspects of Avangrid’s Customer Service technical training programs, policies, and objectives to develop and maintain a safe, knowledgeable and compliant workforce, harmonizing processes across Operating Companies whenever possible and practical.

• Collaborates with stakeholders to assess development needs as well as gauge the effectiveness of established training programs, adjusting as needed for continuous improvement.

• Thought leader and consultant on technical training issues and business process changes, able to manage in a matrixed organization to properly allocate resources to implement programs and tools to drive business outcomes.

• Meets budgetary objectives and adjusts strategies as needed based on financial analysis.

• Identify and implement strategies which improve employee engagement and technical skills development year over year, as measured through Avangrid Quality Assurance processes and individual and organizational performance.

• Manage Quality Assurance processes and expectations to deliver and validate high quality Customer Service in alignment with established processes and procedures and regulatory requirements.

• Partner with P&O leaders and business leaders to design and implement technical training scorecards and dashboards to improve that speed and quality of talent decisions as related to workforce skills development and reskilling needs.

• Lead and develop a team of professionals to implement all Training objectives – enabling development and career growth for team members.

Required Qualifications

• Bachelor’s degree required

• Minimum of 10 years of utility experience with at least 5 years of experience in technical training

• Strong leadership, project management, and team building skills

• Excellent communication and interpersonal skills

• Experience with different learning approaches

• Ability to build and maintain relationships with stakeholders at all levels of the organization

• Demonstrated ability to manage budgets and resources effectively

• Experience with learning management systems and e-learning platforms

• Ability to analyze data and make data-driven decisions

• Strong organizational and time-management skills

Preferred Qualifications

• Master's Degree

Competencies

• Growth & Continuous Improvement

• Initiative & Change

• Focused on Results

• Customer Centric (internal and/or external)

• Communication

• Collaboration

• Leadership (people managers/leaders)

Benefits:

• Award winning student loan debt repayment program 
• 12% 401(k) Match 
• Competitive salary and performance-based bonuses
• Comprehensive benefits - including medical, dental, vision and variety of well-being programs
• Tuition Assistance
• Opportunities for professional development, career advancement, and internal mobility 
• Supportive and inclusive work environment
• Generous PTO policy

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Mobility Information

Please note that any applicant who is not a citizen of the country of the vacancy will be subject to compliance with the applicable immigration requirements to legally work in that country.

At Avangrid we provide fair and equal employment and advancement opportunities for all employees and candidates regardless of race, color, religion, national origin, gender, sexual orientation, age, marital status, disability, protected veteran status or any other status protected by federal, state, or local law.
If you are an individual with a disability or a disabled veteran who is unable to use our online tool to search for or to apply for jobs, you may request a reasonable accommodation by contacting our People and Organization department at careers@avangrid.com.

Avangrid employees may be assigned a system emergency role and in the event of a system emergency, may be required to work outside of their regular schedule/job duties. This is applicable to employees that will work in Connecticut, Maine, Massachusetts, and New York within Avangrid Network and Corporate functions.  This does not include those that will work for Avangrid Power.

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