Trainer, Call Center - E Hartford, CT

Hire Evolution Consulting; Hartford (CT); On-site; USD 60,000 - 78,000; Full time

Job summary

Hire Evolution Consulting is seeking a Trainer to develop, coordinate, and deliver remote and in‑person training programs within a call center environment. You will act as a subject matter expert on operational processes, ensuring staff have the knowledge to perform at a high level.

You will collaborate with the Training team and Operations Management to create comprehensive training and QA initiatives, drive continuous improvement, and maintain up‑to‑date training materials reflecting system

Qualifications

• Bachelor's degree is required.
• Experience delivering training in 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 to support ongoing operations.
• Strong presentation and facilitation skills and clear written/verbal communication.

Responsibilities

• Develop, coordinate, and deliver remote and in-person training programs.
• Collaborate with Training and Operations teams to implement training and QA initiatives in a call center environment.
• Deliver training to improve customer service, accuracy, productivity, and performance standards.
• Create, update, and maintain training materials and manuals reflecting changes.
• Assess training effectiveness through performance and feedback and report outcomes.
• Identify opportunities for continuous improvement in training methods and materials.
• Facilitate meetings and coordinate with internal departments and external partners to resolve challenges.

Skills

Training delivery

Presentation skills

Communication skills

LMS experience

MS Office

Organizational skills

Team collaboration

Problem-solving

Adaptability

Education

Bachelor's degree

Tools

LMS platforms

Job description

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.