Trainer, Call Center - E Hartford, CT

Hire Evolution Consulting; East Hartford (CT); Hybride; USD 65 000 - 90 000; Plein temps

Résumé du poste

Hire Evolution Consulting in the United States seeks a Trainer to develop, coordinate, and deliver both remote and in-person training programs. You will serve as a subject matter expert across operational processes and QA initiatives within a call center setting.

responsible for creating training materials, evaluating effectiveness, and coordinating updates with management and partners. The role demands collaboration, adaptability, and strong communication skills.

Qualifications

• Bachelor's degree required.
• Experience delivering training in both remote and in-person environments.
• Demonstrated experience designing, developing, and delivering training programs, including needs assessments and evaluations.
• Proven ability to develop and implement training plans for ongoing operations.
• Strong presentation and facilitation skills with clear communication.
• Experience using LMS and online training platforms.
• Excellent written and verbal communication with strong interpersonal abilities.
• Strong analytical, problem-solving, and critical-thinking skills.
• Ability to work collaboratively within a team.
• Flexibility and adaptability in a fast-paced environment.
• Proficiency with Microsoft Office Suite.
• Experience in healthcare, government, or regulated services is an asset.
• Ability to pass background check and drug screen.

Responsabilités

• Develop, coordinate, and deliver remote and in-person training programs.
• Document, implement, and maintain comprehensive training and QA initiatives.
• Support continuous improvement by developing training strategies for performance.
• Deliver engaging training through remote and in-person platforms.
• Maintain training materials and operational documentation.
• Coordinate training for all affected employees and update manuals.
• Identify training needs with managers and deliver refresher training.
• Monitor and report trainee performance, progress, evaluations, and outcomes.
• Develop remedial training and post-training evaluations.
• Ensure training content aligns with learning and quality standards.

Connaissances

Training design

LMS experience

Presentation skills

Analytical thinking

Team collaboration

Microsoft Office

Formation

Bachelor's degree

Outils

LMS

Description du poste

Reporting to the Training Supervisor, the Trainer is responsible for the development, coordination, and delivery of remote and in-person training programs. This role serves as a subject matter expert across operational processes and procedures, providing staff with the knowledge and resources necessary to perform their responsibilities effectively.

Working collaboratively with the Training team and Operations Management, the Trainer will develop, document, implement, and maintain comprehensive training and quality assurance initiatives across all operational units within a call center environment.

The Trainer will support continuous improvement by developing training strategies that strengthen customer service, improve accuracy, increase staff productivity, and ensure operational performance standards are consistently achieved.

Deliver engaging and effective training programs through both remote and in-person platforms.

Develop, maintain, and update training materials, reference guides, and operational documentation.

Maintain training manuals and instructional materials to reflect system enhancements, process changes, and procedural updates.

Communicate changes and coordinate training for all affected employees in a timely manner.

Collaborate with managers and supervisors to identify training needs and deliver refresher or remedial training for employees who are not meeting established quality standards.

Monitor, document, and report training activities, including trainee performance, class progress, evaluations, and project outcomes.

Develop and facilitate operational and remedial training programs, including pre-training assessments, post-training evaluations, classroom activities, and management feedback.

Ensure training content, assessment methods, and instructional approaches align with established learning and quality standards.

Complete training projects and deliverables accurately and within established timelines.

Serve as a subject matter expert across operational functions, processes, policies, and procedures.

Facilitate meetings and collaborate with internal departments and external business partners to identify and resolve operational challenges and process barriers.

Develop, maintain, and evaluate policies, procedures, instructional guides, and operational manuals to ensure their effectiveness and relevance.

Assess training effectiveness through employee performance, quality results, and ongoing feedback.

Identify opportunities for continuous improvement in training methods, materials, and delivery.

Skills & Qualifications

Bachelor's degree required.

Experience delivering training in both remote and in-person environments.

Demonstrated experience designing, developing, and delivering training programs, including training needs assessments, program evaluations, and instructor evaluations.

Proven ability to develop and implement training plans that support ongoing business operations.

Strong presentation and facilitation skills, with the ability to communicate information effectively to individuals and groups, both verbally and in writing.

Experience using Learning Management Systems (LMS) and/or online training platforms.

Excellent written and verbal communication skills, with strong interpersonal and relationship-building abilities.

Strong analytical, problem-solving, and critical-thinking skills.

Demonstrated ability to work collaboratively within a team environment.

Flexibility and adaptability in a fast-paced, evolving operational environment.

Proficiency with Microsoft Office applications, including Word, Excel, PowerPoint, and Outlook.

Strong organizational skills and the ability to manage competing priorities while meeting operational deadlines.

Ability to work the hours necessary to support training requirements and ongoing business operations.

Experience within healthcare, government, or other regulated service environments considered an asset.

Must be able to pass a background check and drug screen.