Hyderabad, Telangana

Job Summary

Back Office Process Trainer - Trainer - Energy Utilities domain

This position is responsible for the training of production staff in support of residential and small business operations. The position is responsible for managing and maintaining processes associated with training, quality monitoring and measuring across the operations. The position will assist in identifying, recommending and implementing training programs and practices with a focus on a excellent customer experience and a cost-effective, high-performing operation.

Key Responsibilities

Essential Duties and Responsibilities

Ability to speak in front of groups and present effective and high quality training material

Review, assess, and identify training needs to provide staff with necessary skills and knowledge

Assist in developing and implementing training & quality standards and processes to assess people performance

Ability to maintain and keep training materials current and relevant

Collaborate with key stakeholders on training processes and scoring techniques

Receive and implement feedback from groups, training manager, and functional leads for training improvements

Conduct virtual training classes for new hires and continuous learning

Conduct training with a larger audience; new hires and continuous learning

Be self-sufficient, self-motivated, and able to receive constructive feedback

Define and maintain standards to ensure the integrity of the Training process

Assist in the design and implementation of training programs to motivate and recognize employees

Use business tools and advanced industry knowledge to identify training opportunities

Identify and recommend operational and technological tools to improve efficiency

Work in a collaborative manner to maintain an effective relationship with all stakeholder groups

Work with the functional leads and training team to target areas for improvement from QA results

Support Operations as a LOB SME including; executing complex transactions in production,



providing floor support, performing business validations on new functionality

Skill Requirements

EDUCATION/EXPERIENCE The minimum education requirements are:

Bachelor’s degree in relevant field The minimum experience requirements are:

6-8 years of job-related experience ( energy utilities domain training )

Knowledge of the gas and electricity industry and competitive retail markets

Customer service/customer operations experience

Familiarity with business operations and consumer sales & marketing

SKILLS AND COMPETENCIES

Ability to define performance expectations with employees, setting clear priorities and objectives

Skilled at engaging and motivating groups in a training environment

Excellent communication & listening skills

Strong public speaking skills

Knowledge of utility or related industry

Clear understanding of business policy and practice related to utility industry business

Absolute credibility with internal business partners and customers

Strong business acumen

Excellent organizational, and time management skills

Advanced interpersonal, presentation, written communication skills

Demonstrates effective problem solving and decision-making skills, good insight and judgment as well as innovative and creative thinking

Flexibility in work schedule and hours

Strong ability to manage multiple task simultaneously

Comfortable in a fast paced, every changing virtual work environment

Skilled in using computer software applications such as Microsoft Office, LMS, video conferencing

Ability to support Operations by working cases and handling calls in production

Other Requirements

PHYSICAL/MENTAL DEMANDS AND WORKING CONDITIONS

Work US client work hours

Work from the office

Use of a PC, computer terminal and/or telephone over 4 hours a day

Operating in a fast-paced professional office environment

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📌 Specialist - Customer Care (Hyderabad)
🏢 HCLTech
📍 Hyderabad