Location: East Hartford, CT
Pay Rate: $22.66/hour
Employment Type: Full-time
Clearance Requirements: Education & Employment Verification + Drug Test
Benefits: Comprehensive Healthcare Package
Note: 35% markup applies to bill rate.
Reporting to the Training Supervisor, the Trainer will be responsible for developing and delivering both remote and in-person training programs. As a Subject Matter Expert (SME), the Trainer plays a critical role in ensuring operational excellence through effective onboarding, process education, and performance support.
The ideal candidate will bring a passion for instructional design, hands-on training delivery, and continuous improvement in a fast-paced call center environment. You will collaborate with cross-functional teams to enhance staff performance, improve customer service quality, and ensure compliance with service level agreements.
Deliver engaging and effective training sessions both remotely and on-site.
Design, develop, and maintain training materials, process guides, and operational manuals.
Update training content to reflect system enhancements, and communicate changes to relevant teams in a timely manner.
Partner with managers and supervisors to identify training needs and deliver refresher training for underperforming staff.
Monitor, document, and report on trainee progress, performance metrics, and training effectiveness.
Conduct training evaluations, including pre-tests, post-tests, and performance assessments.
Ensure all training aligns with instructional design standards and contract compliance requirements.
Serve as a Subject Matter Expert (SME) across all functional areas.
Facilitate meetings and act as a liaison with clients and internal stakeholders to identify and resolve procedural issues.
Evaluate and maintain policy and procedure manuals for ongoing effectiveness.
Bachelor's degree required.
Proven experience in both remote and in-person training environments.
Strong background in instructional design and adult learning methodologies.
Ability to create, implement, and evaluate training programs tailored to operational needs.
Experience with Learning Management Systems (LMS) and online training tools.
Excellent verbal and written communication skills.
Strong interpersonal skills with the ability to collaborate in a team-oriented environment.
Analytical thinker with problem-solving skills and empathy for the learner experience.
Ability to adapt to changing priorities and a dynamic work environment.
Proficient in Microsoft Office Suite (Word, Excel, PowerPoint, Outlook).
Ability to meet business deadlines and training schedules.
Experience in public sector or government-related programs (e.g., healthcare, Medicaid, CHIP) is a plus.