35.92-47.93 per hour $35.92 - $47.93 | U.S. 85, North, Sedalia, CO 80135, USA | Hourly | Full Time

Member Services Training Supervisor - Non-Bargaining Unit

About CORE

CORE Electric Cooperative is the largest member-owned electric distribution cooperative in Colorado dedicated to providing reliable, affordable, clean, and safe electric service to our communities. With a commitment to innovation and member satisfaction, we strive to meet the evolving needs of our members while maintaining the highest standards of service excellence.

About the job

The Training Supervisor in our multi-channel contact center at CORE Electric Cooperative plays a pivotal role responsible for overseeing the development and performance of our training team. This position demands a dynamic leader with exceptional communication skills, a passion for education, and a thorough understanding of contact center operations

This is an NON-EXEMPT onsite position at our Sedalia office with no remote or hybrid work options available.

CORE employees are required to work in a safe manner in accordance with regulatory standards and requirements .

You will...

• Supervise and mentor a team of trainers, fostering a collaborative and high-performing work environment.

• Conduct regular performance evaluations and provide constructive feedback to support professional growth and development.

• Ensure that team members are aligned with the cooperative's goals and objectives, promoting a culture of excellence and member-centered service.

• Design, implement, and continuously improve training programs tailored to the needs of the contact center staff, focusing on member service excellence, product knowledge, and system proficiency.

• Develop training materials, including manuals, guides, videos, and e-learning modules, ensuring they are up-to-date and engaging.

• Utilize a variety of training methods, including classroom instruction, webinars, on-the-job training, and self-paced learning, to accommodate diverse learning styles.

• Maintain comprehensive records of training activities, and participant progress, preparing reports for management review.

• Analyze key performance indicators (KPIs) to identify areas for improvement and implement targeted training initiatives to enhance member service delivery.

• Collaborate with contact center managers to develop strategies for addressing performance gaps and ensuring consistent service quality.

• Monitor and evaluate the effectiveness of training programs, making data-driven adjustments as needed to achieve desired outcomes.

• Oversee the software testing of new products, ensuring that both trainers and assigned member services representatives are proficient in testing and troubleshooting contact center software.

• Work closely with the IT department to understand the software used within the contact center and develop relevant testing protocols.

• Maintain up-to-date knowledge of software updates and changes, ensuring training materials reflect the latest information.

• Provides back up to the contact center by fielding escalated contacts from members and assigning Trainers to help with incoming contacts.

• Perform other duties as directed.

We are excited to speak to someone with the following...

• Bachelor's degree in Business Administration, Education, Human Resources, or a related field preferred.

• Minimum of 3 years of experience in a contact center environment, with at least 2 years in a supervisory or training role.

• Experience in creating and delivering training programs, workshops, or e-learning courses.

• Experience in the utility or electric cooperative industry is a plus

Hourly Range: $35.92 - $47.93 per hour

CORE offers a comprehensive benefits package including the following...

• 9/80 work schedule: Every other Friday off!

• Eight paid holidays per year

• 160 Hours of accruable PTO per year

• Paid parental leave (80 hours)

• Education and training reimbursement

• Volunteer paid time off.

• 100% Cooperative paid benefits, including:

• Defined benefit pension plan

• Medical insurance

• Dental insurance

• Vision insurance

• Short term disability

• Long term disability

• Long term Care

• Employee assistance program

• Life insurance

• HSA employer contribution: $900 for employee only, $1,800 for employee + dependents

• 401(k) retirement plan with company match up to 4%. Immediately 100% vested.

• Wellness reimbursement: Up to $300 per year

• Travel assistance & identity theft support services.

• Length of service program

• Free Onsite EV charging stations (at certain locations)

• Onsite micro market (at certain locations)

• Onsite gym with golf simulator and massage chairs (at certain locations)

This position is eligible for a discretionary annual incentive program driven by organizational and individual performance up to 7.5%.

This job will be posted until it is filled.  We encourage qualified candidates to submit their application(s) expediently so as not to miss this opportunity. Please reach out to People Operations at hr@core.coop for a complete job description.

CORE is an Equal Opportunity Employer.

• EEO is The Law - click here for more information (https://www.eeoc.gov/laws-guidance)

• Equal Opportunity Employer Minorities/Women/Protected Veterans/Disabled

• We consider all applicants for employment without regard to race, color, religion, sex, sexual orientation, national origin, age, handicap or disability, or status as a Vietnam-era or special disabled veteran in accordance with federal law. If you need assistance, please reach out to us at hr@core.coop

Posting # 2025-004