Training Specialist - Customer Support (HCF) - remote
Clipboard Health
Posted 3 months ago
About the Role
The Training Specialist will be responsible for onboarding new HCF Support agents, ensuring they are well-prepared for their support roles. This position requires the ability to recognize and address the varying training needs of both groups and individuals. The specialist will design and deliver training programs that improve agents' skills and deepen their product knowledge, ensuring they are fully equipped to excel in their roles.
The role demands a deep understanding of the HCF-related processes, requiring the trainer to be a product expert. The ability to quickly grasp and communicate product and process knowledge is essential to confidently address questions and design effective training. The Training Specialist will regularly collaborate with product managers, subject matter experts, and internal stakeholders to gather input, update content, and maintain the LMS (Lessonly) with the latest process/product updates.
Familiarity with various training methods, including virtual classroom sessions, role-play, e-learning platforms, and tools such as MS Office (Word &Excel), is crucial to success in this role.
Working hours: 6:00am - 3:00pm Pacific Time
Day-to-Day Responsibilities
- Conduct new hire training sessions for batches of 15-20 agents, managing assessments and on-the-job training, with a goal of 90% certification pass rate.
- Identify training needs and conduct training(remedial/refresher) sessions for poor performers and outliers
- Handle at least five resolved tickets weekly to stay current with processes and identify gaps in the training content.
- Design, maintain, and update new hire training content, schedules, and trackers for newly hired agents
- Observe and shadow training sessions of BPO to ensure the training sessions are delivered as per the required standards
- Grade assessments on LMS to evaluate agent performance and progress.
- Identify training needs and design plans to deliver on those requirements, utilizing various training tools and techniques, including LMS, classroom lectures, videos, presentations, and role-play sessions.
- Schedule and conduct refresher training sessions to reinforce knowledge and skills among existing team members.
- Prepare Monthly PKT for the agents to test their knowledge and skills, followed by refresher for agents who failed to perform well in the PKT
- Prepare training dashboards and training effectiveness reports to stakeholders, providing insights into training outcomes and impact on agent performance.
Your First 90 Days
In your first 90 days, you can expect to:
- Complete the new-hire training program, along with 1-2 weeks of day-to-day operations to assess training effectiveness.
- Review existing training guides and plans, and identify areas of improvement.
- Develop and deliver refresher training sessions for your functional area.
- Run at least one new-hire training program from start to finish with a 90% throughput
- Design content on LMS based on the recent process changes and updates
What Sets You Apart
High Velocity: You know a customer’s problems today cannot wait for tomorrow. You look for what can be done today to help the Support Team today while moving forward along a long-term strategy.
Extreme Ownership: As necessary as it is to train people efficiently, it is equally essential for a trainer to identify excellent vs. poor talent and flag an individual whose skills are not up to the high standard of quality so that we can deliver the best customer experience to our users.
Metrics Mindset: You believe success is a measured outcome, you will drive better customer experience by helping the team achieve excellent CSAT, QA, and other key metrics along with other stakeholders.
Good Communication Skills: Communication is not just about language or vocabulary;it is also about engaging the learners in the discussion and developing a two-way communication path. This enables a trainer to convey information easily and accurately and properly respond to questions or comments from learners. Communication is also necessary to develop an atmosphere of sharing without barriers so that the learners do not hesitate to share problems and communicate feedback.
High Judgment: You must possess the ability to assess trainees' performance accurately. This requires excellent judgment in evaluating whether trainees are grasping the material, identifying gaps in understanding, and providing tailored feedback that leads to improvement. Analyzing behavior, skills, and knowledge retention allows the trainer to guide learning and raise flag when someone is not meeting standards.