Urgent Need – Trainer II - Learning & Development (SBS) - WINDSOR, CT 06095

Job Title: Trainer II

Location: WINDSOR, CT 06095

Duration: 12 months

Position Summary:

We are seeking a Trainer II to support the SBS Learning & Development team with the delivery of new hire onboarding and operational training programs. This individual will facilitate instructor-led and virtual training, provide learner coaching and support, and help ensure a consistent, engaging learning experience while maintaining business continuity during periods of increased demand.

Key Responsibilities:

• Facilitate CE New Hire Training and other assigned learning programs.
• Deliver engaging instructor-led, virtual, and blended learning experiences.
• Lead classroom activities, discussions, skill practices, and knowledge checks.
• Utilize established facilitator guides, participant materials, and learning resources.
• Provide coaching, feedback, and support to learners throughout the training journey.
• Monitor learner performance and recommend interventions when needed.
• Partner with Operations, SMEs, and the Learning & Development team to ensure training objectives are achieved.
• Maintain accurate attendance, learner progress, and training records.

Core Competencies:

• Facilitation Excellence: Demonstrates confidence and professionalism when delivering instructor-led and virtual training to diverse audiences.
• Adult Learning Principles: Applies adult learning methodologies to drive engagement, retention, and performance improvement.
• Communication Skills: Effectively communicates complex information in a clear, concise, and learner-focused manner.
• Coaching & Development: Provides constructive feedback and coaching that supports learner development and success.
• Collaboration: Works effectively across departments and builds positive relationships with stakeholders and learners.
• Adaptability: Adjusts facilitation style and approaches to meet changing business needs and learner requirements.
• Accountability & Ownership: Demonstrates reliability, initiative, and personal responsibility for training outcomes.
• Customer Focus: Understands customer service environments and reinforces behaviors that support a positive customer experience.
• Technology Proficiency: Utilizes Microsoft 365 applications, learning platforms, and virtual facilitation tools effectively.

Qualifications:

Required:

• Bachelor's degree in education, Training, Organizational Development, Business, Communications, or a related field; equivalent experience may be considered.
• 2+ years of experience facilitating corporate training, onboarding, customer service, or operational programs.
• Experience delivering training in both classroom and virtual environments.
• Strong presentation, communication, and classroom management skills.
• Ability to learn new content quickly and facilitate established curriculum with minimal ramp-up time.
• Proficiency with Microsoft Office applications including Teams, Outlook, PowerPoint, and Excel.

Preferred:

• Experience supporting contact center, customer service, billing, or shared services operations.
• Knowledge of adult learning theory and facilitation best practices.
• Experience with learning management systems (LMS) and virtual training platforms.
• Experience coaching employees in a performance-focused environment.
• Familiarity with WMSBS systems and processes is a plus.

Success Profile

The ideal candidate is a professional facilitator who can quickly integrate into the SBS Learning & Development team, confidently lead new hire training, build credibility with learners, and contribute immediately with minimal supervision while maintaining a high-quality learner experience.