Job Description:
• Lead onboarding and training programs for a new cohort of Scheduling Operations Associates each month (cohorts can be 3-6 people).
• Translate complex workflows and multi-system processes into clear, digestible content for new hires to learn and understand quickly
• Develop and update training materials (slides, resource docs, refresher videos) to reflect current processes in a rapidly changing environment, while striking the right balance of emphasis on important details and high-level principles.
• Coach new hires on core skills, including customer service, multi-system navigation, and real-time problem solving
• Partner closely with the leadership team to identify learning gaps and adjust training programs accordingly
• Communicate proactively about new hire progress and readiness to graduate training
• Provide feedback to improve both training delivery and operational processes
Requirements:
• Experience training or onboarding employees who work in an operational setting, strong plus if experience training a remote workforce
• Experience in call center or customer support environment
• Strong communication and facilitation skills, with the ability to make complex topics clear and engaging
• Tech-savvy and confident using multiple systems simultaneously. This role requires a trainer who is not only comfortable with technology, but skilled at navigating and teaching it.
• Knowledgeable about effective learning principles and training strategies
• Comfortable working in a fast-paced, ever-evolving environment
Benefits: