About the Role:
The Training Team Lead is responsible for supporting the development and execution of training and onboarding programs for new hires and current staff. This role ensures team members are prepared, equipped, and supported in understanding processes, tools, and workflows. The Team Lead trainer works closely with the Training and Development Manager, Team Managers, BPO Managers, and other key stakeholders to maintain training effectiveness, track performance, and support continuous improvement initiatives.
This role will be responsible for the creation of training curriculum, including Standard Operating Procedure documents, visual aids, and videos. Analytical data will be used to identify process and training opportunities; once identified, the Specialist will draft and execute on plans to address and improve performance. They will also be responsible for researching and resolving clarifying questions raised by operational stakeholders in relation to their assigned tasks and related SOPs.
Responsibilities:
- New Hire Onboarding
- Own the design and delivery of a structured onboarding program for every new hire.
- Build and distribute onboarding itineraries ahead of each new hire's start date.
- Facilitate new hire recaps with managers to assess performance and readiness.
- Ensure all required system access is provisioned and troubleshoot any access issues.
- Training Strategy & Readiness Assessment
- Help design and execute role-specific onboarding plans tailored to each team's needs.
- Deliver refresher and remedial training to keep existing staff up to speed.
- Support the rollout of process updates, tool changes, and workflow enhancements.
- Translate process and workflow changes into clear, actionable guidance for staff.
- Performance Tracking & Manager Collaboration
- Track new hire and staff understanding of processes, systems, and role-specific knowledge.
- Spot performance gaps early and partner with managers to close them.
- Knowledge Management & Process Ownership
- Build and maintain training resources — job aids, process documentation, instructional videos.
- Keep all training resources organized and current in Google Drive.
- BPO Training & Enablement
- Support the design and execution of training programs for BPO partners.
- Conduct quality/adherence audits on BPO work and provide concrete recommendations for improvement.
Qualifications:
- 3+ years experience designing, running, or supporting structured onboarding or training programs, ideally in a fast-paced operations, BPO, or healthcare SaaS environment.
- Clear, organized communicator able to translate process changes into simple guidance.
- Familiarity with payor enrollment related applications and processes.
- Expertise in using GSuite tools including GSheets, GDocs, and GMail.
- Strong operational skills that drive organizational process improvements.
- Proven experience tracking performance and readiness data to improve training outcomes.