Senior Trainer

Neenah, WI, 120 N Commercial St, Neenah, Wisconsin, United States of America

Posted Friday, May 8, 2026 at 5:00 AM

The Senior Trainer is the primary client team trainer who has responsibility for representative training for the program team. The Senior Trainer develops, reviews and delivers training modules, including quality communication monitoring, products, systems, processes and procedures, customer service, and specialty topics with direct manager, if applicable. Training modules will be reviewed and approved by client staff during a determined schedule.

The Senior Trainer evaluates program outcomes and applies updates and changes to meet ongoing business needs. The Senior Trainer serves as the primary trainer for the team and works with the client and client training staff prior to the launch of new processes, products and/or product extensions and then trains the team. The expectation is to work with their direct manager and assess training effectiveness and to implement new training techniques and processes as appropriate to keep training engaging and effective.

This position is responsible for working with team leaders to meet and exceed client/partner goals and target metrics.

Other duties may be assigned.

• Complete all New Hire Training courses with the required level of competency to become qualified to deliver training programs.
• Provide instructor-led New Hire Training, Continuous Education Training, and Market Event programs per client business unit applying adult learning theory to presentations and delivery.
• Deliver training programs to part-time and full-time employees during day, evening and weekend hours to meet business needs.
• Review all operational documents, demonstrate expertise in standards and processes, and incorporate ongoing updates to training presentations.
• Write Standard Operating Procedures, Work Instructions, Training Alerts and Job Aides for the team tasks and job roles; support written communication for program events, team announcements and marketing brochures.
• Review, develop and implement assessments, evaluations and certifications associated with training modules.
• Ensure all training records are complete and accurate.
• Work directly with Client Liaisons, Program Director/Manager, and Team Leaders to ensure that quality alignment is in place throughout the team; this includes addressing any quality issues identified by the client and/or breaking news regarding media and trends.
• Assist with coaching and quality assurance programs related to calls, written response and/or customer interactions.
• Confer with the client and team management staff to gain knowledge of work situations requiring training for employees to better understand changes in policies, procedures, regulations, technologies, or the general improvement in customer service abilities.
• Help with the ongoing, long-term improvement of employees' skills, enabling them to fulfill their potential within their team. Maintain a strategic approach, rather than reactive, assessing the skills and knowledge within each team and determining what training is needed to grow and retain appropriate skills.
• Develop Training that meets specific deadlines using the following methods:

• Conduct a needs assessment of target participants for each training
• Identify goals, objectives, and desired outcomes of training
• Create clear, concise & credible materials
• Apply design principles appropriate to methodology
• Create methods of demonstrating training effectiveness within each training module.

• Determine implementation methods for training such as individual training plans, lectures, demonstrations, conferences, meetings and workshops, as well as e-training. In addition, research new technologies and methodologies to enhance learning and retention and present this research to Training Team Lead.
• Formulate process outlines, lesson plans, trainer guides, and activities for all training that will aid in the process of training effectiveness.
• Develop training program based on market event at the request of our client/partner that may require evening or weekend delivery and support.
• Train Alta management team on designated…