Contact Center Trainer

Job Posting End Date

12-13-2025

Please note the job posting will close on the day before the posting end date.

Job Summary AEP Energy, a certified competitive retail energy supplier, is backed by a more than 100-year history of providing energy solutions, value and innovation. Headquartered in Columbus, Ohio, we supply energy to homes and businesses across six states and Washington, D.C. We earned an A+ rating from the Better Business Bureau based on customer feedback, agency insights and public data. Our mission is to help create a brighter future for our customers.

The Contact Center Trainer will be responsible for executing training delivery for new hires, as well as provide ongoing coaching and feedback to Advocates. This role will also own the design and development for training content and delivery format for the AEP Energy Contact Center.

Job Description What You'll Do:

- Facilitate classroom and/or virtual training on sales, products, systems, procedures, and customer service techniques for all new and tenured Advocates as needed. Develop and maintain a strategic training plan that supports performance objectives and addresses identified learning gaps. Build established training curriculum and modules into a Learning Management System. Create and design new content and lessons for the Learning Management System based on sound educational principles.

- Maintain all training curriculum and training tools, including the Learning Management System, facilitator and participant guidebooks, bill samples, and reports. Manage testing and performance for all new hires while in training. Evaluate trainees' knowledge to determine necessary follow-up.

- Provide reporting and analysis to business leaders illustrating training success and opportunities. Conduct new hire call monitoring and provide individual coaching and motivation. Build and lead a mentorship program for Contact Center Advocates. Evaluate a weekly sample of calls for Quality Compliance. Provide backup coverage for Quality Specialist .Perform other duties as assigned

What We're Looking For:

Bachelor’s Degree preferred. Minimum of three years of experience within a Training or Quality department of a Contact Center and an additional two years as a Trainer/Facilitator or Designer.

Preferred Qualifications:

- Experience in Quality Assurance or Instructional Design is a plus.

- Knowledge of applicable technology is preferred (LMS and Articulate )

- Must be able to demonstrate examples of past material or methodologies.

- Understanding of Contact Center practices and an in depth understanding of Contact Center KPIs Knowledge of or the ability to learn the Retail Energy industry

- Methodical and organized work style—maintains notes, records, schedule, to-do lists.

- Ability to prioritize, plan proactively, and manage conflicting priorities. Superior attention to detail and conscientious attitude relating to quality of work.

- Ability to work independently (with little instruction/supervision)

- Effective problem-solving skills: ability to identify alternatives and develop unique solutions.

- Takes initiative; proactive approach; asks questions to ensure understanding/clarity.

- Comfortable with change, uncertainty and in-development conditions.

- Resilient under stress and dealing with multiple demands.

What You'll Get:

In addition to a competitive compensation, AEP offers a unique comprehensive benefits package that aims to support and enhance the overall well-being of our employees.

Salary Grade: 04 ($53,000.00 - $61,237.00)

Compensation Data Compensation Grade:

SP20-004

Compensation Range:

$52,488.00 - $65,610.50

The Physical Demand Level for this job is: S – Sedentary Work: Exerting up to 10 pounds of force occasionally (Occasionally: activity or condition exists up to 1/3 of the time) and/or a negligible amount of force frequently. (Frequently: activity or condition exists from 1/3 to 2/3 of the time) to lift, carry, push, pull or otherwise move objects, including the human body. Sedentary work involves sitting most of the time but may involve walking or standing for brief periods of time. Jobs are sedentary if walking and standing are required only occasionally, and all other sedentary criteria are met.

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It is hereby reaffirmed that it is the policy of American Electric Power (AEP) to provide Equal Employment Opportunity in all respects of the employer-employee relationship including recruiting, hiring, upgrading and promotion, conditions and privileges of employment, company sponsored training programs, educational assistance, social and recreational programs, compensation, benefits, transfers, discipline, layoffs and termination of employment to all employees and applicants without discrimination because of race, color, religion, sex (including pregnancy, gender identity, and sexual orientation), national origin, age, veteran or military status, disability, genetic information, or any other basis prohibited by applicable law. When required by law, we might record certain information or applicants for employment may be invited to voluntarily disclose protected characteristics.