Partner Training Lead

Welcome to the intersection of energy and home services. At NRG, we’re driven by our passion to create a smarter, cleaner and more connected future.

Vivint Smart Home, an NRG owned company, is a leading smart home company in the United States, dedicated to redefining the home experience with intelligent products and services. We find purpose in proactively protecting and keeping our customers connected to home, no matter where they are. Join the Smart Home team to create smarter, safer and more sustainable homes.

The Customer Care Training team’s mission is to develop and continuously support individuals through creative learning experiences, preparing our employees to be outstanding professionals and deliver best-inclass customer care.

As collaborators, we will cultivate innovative and inclusive learning solutions to drive engagement for positive change.

Who We Are Looking For

We are seeking a dynamic leader with background in training that has effective communication skills and a passion for the Vivint learning experience. The ideal candidate excels at creating impactful learning experiences, building rapport with diverse audiences, delivering engaging in-person and online content, and has excellent coaching skills. Clear communication, exceptional leadership, and a commitment to continuous learning are essential for success in this role.

Primary Role Responsibilities

Onboarding:

• Oversee NHs are onboarded onto Fieldglass appropriately and supports partner trainers to ensure an effective day 1 start.
• Receives access issues flagged by partner locations during training and follows correct SOPs to resolve issues. Follows an escalation matrix to get urgency on access issues when needed.
• Daily check-ins with all training locations to ensure that needs are being met to function business is as normal.

Trainer Performance

• Maintain the Partner Trainer Certification expectations by conducting quarterly observations and assessments of each partner trainer’s lessons, ensuring they meet the certification standards outlined in the Partner Trainer Handbook.
• Deliver engaging and effective training sessions tailored to the learners' needs, focusing on developing essential knowledge and skills, particularly in a Train-the-Trainer (TTT) or pilot environment.
• Track action plans that have been set into place by the Training Partner Associate Manager and the Partner Training Managers and their trainers in a shared document.
• Attain Customer Care Certified Trainer certification and complete monthly expectations to maintain it.
• Build value in and model being an exceptional Vivint employee with each partner site and Training Leadership.

Assistance with Training Leadership Team

• Maintain compliance module completion tracking for partner sites to avoid guardrails.
• Maintains the Partner Master Schedule.
• Receive feedback on and help identify outdated content and contribute to a feedback loop on training materials and assist training leadership as needed in providing updated materials to partners.
• Maintain a comprehensive record of the historical performance of partner training sessions.
• Ensure each site has appropriate access to the Training Materials, Kahoot, Absorb, Qualtrics, and any other training tools. This includes Training SharePoint, The Vault, and Training Surveys.
• Maintain professional and collaborative relationships with the Training Team, Partner team, Instructional Design team, and line of business leaders.

Required Qualifications

• Able to travel internationally multiple times per year for due diligence assessments.
• Strong interpersonal skills to connect with diverse learners and build healthy relationships with partner groups and key stakeholders.
• High degree of flexibility and adaptability in a rapidly changing environment.
• Proven experience in training and coaching to improve job performance.
• Confident and compassionate personality with a natural desire to lead and teach others.
• Strong presentation and facilitation skills for in-person and virtual instructor-led training.
• Displays consistent positive attitude and resilience when navigating stressful situations.
• Advanced communication skills, including the ability to have crucial conversations and deliver clear written and verbal messages.
• Excellent organizational skills to manage multiple tasks and responsibilities effectively.
• Demonstrate the ability to form and lead collaborative teams and individuals.
• Knowledge of various learning and communication styles, with the ability to adapt training accordingly.
• High proficiency in Contact Center tools such as Salesforce and Microsoft Office.
• Consistent high performance in current department metrics and quality expectations

Required Education/Experience

• High school degree required; higher education is preferred
• Sales experience preferred
• 1-2 years call center experience, preferably in Customer Care
• 1-2 years leadership experience preferred
• 1-2 years of training experience preferred

WORKING CONDITIONS

This job operates in a professional office environment. This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets and fax machines.

SAFETY

Vivint enforces a safety culture whereby all employees have the responsibility for continuously developing and maintaining a safe working environment. Each new employee is responsible for completing all training requirements. Additionally, the employee must accept they have responsibility for maintaining the safety of themselves, their co-workers, and the public. Employees must adhere to all written and verbal instructions, promptly report and correct all hazards or unsafe conditions, question non-standard operations or unmitigated hazards, and provide feedback to management on all safety issues.

NRG Energy is committed to a drug and alcohol-free workplace. To the extent permitted by law and any applicable collective bargaining agreement, employees are subject to periodic random drug testing, and post-accident and reasonable suspicion drug and alcohol testing. EOE AA M/F/Protected Veteran Status/Disability. Level, Title and/or Salary may be adjusted based on the applicant's experience or skills.

EEO is the Law Poster (The poster can be found at http://www.eeoc.gov/employers/upload/poster_screen_reader_optimized.pdf)

Official description on file with Talent.