Training Lead
HybridWichita, Kansas, United States
Job Summary
Lead comprehensive onboarding programs for new hires, ensuring agents possess foundational knowledge to handle customer interactions. Facilitate diverse training formats including in-person sessions, virtual classrooms, and self-paced modules for groups of approximately 50 agents. Design ad-hoc and refresher training sessions addressing emerging needs, product updates, and policy changes. Partner with the Quality team to identify knowledge gaps, developing targeted interventions that improve accuracy and compliance. Maintain up-to-date documentation, lesson plans, and digital assets while measuring effectiveness through assessments and performance trends. Complete a full application including screening questions and a pre-employment test. Submit to a Level II background, security investigation, and drug screening.
Required Qualifications
- 3 years in training, facilitation, or instructional design
- Strong presentation and adult-learning facilitation skills
- Experience developing curriculum, lesson plans, or e-learning content
- Ability to assess training effectiveness using performance data
- Strong organizational and stakeholder management skills
- Proficiency with LMS platforms and content development tools
- Must be authorized to work in the country where the job is based
- Must be willing to submit up to a LEVEL II background and/or security investigation with a fingerprint
- Must be willing to submit to drug screening
Desired Qualifications
- Instructional Design certification (ATD, CPTD, etc.)
- Experience with blended learning programs
- Exposure to change management or new-hire ramp strategies
Additional Requirements
- Must be authorized to work in the country where the job is based
- Must be willing to submit to a LEVEL II background and/or security investigation
- Must be willing to submit to drug screening
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