Duties, Functions and Responsibilities: - Essential duties and functions, pursuant to the Americans with Disabilities Act, may include the following. Other related duties may be assigned. - Develops, implements, and evaluates effectiveness of comprehensive training programs for the AE Customer Service Center staff. - Manages development of training manual and employee information documents. - Manages the design and develops methodology customer surveys and needs assessments to measure overall effectiveness. - Manages quality assurance monitoring and evaluation system and staffing requirements. - Develops and ensures compliance with training guidelines, processes, and procedures. - Analyzes customer survey and quality assurance data. - Develops strategic training goals and objectives. - Responsibilities - Supervision and/or Leadership Exercised: Responsible for the full range of supervisory activities including selection, training, evaluation, counselling, and recommendation for dismissal. Knowledge, Skills and Abilities: - Must possess required knowledge, skills, abilities, and experience and be able to explain and demonstrate, with or without reasonable accommodations, that the essential functions of the job can be performed. - Knowledge of basic survey methodologies and statistics. - Knowledge of utility industry and business operations. - Knowledge of adult education learning techniques. - Knowledge of City practices, policies, and procedures. - Knowledge of supervisory and managerial techniques and principles. - Skill in developing and delivering training programs and presentations. - Skill in creative writing and visual graphics design ability. - Skill in oral and written communications. - Skill in visual graphics design. - Skill in developing and delivering training programs and presentations. - Skill in handling hostile conflict and uncertain situations. - Skill in handling multiple tasks and prioritizing. - Skill in using computers and related software applications. - Skill in data analysis and problem solving. - Ability to work with frequent interruptions and changes in priorities. - Ability to train others. - Ability to quickly recognize and analyze irregular events.