Responsibilities
- Lead onboarding and training programs for a new cohort of Scheduling Operations Associates each month (cohorts can be 3-6 people). These trainings take place on weekday evenings.
- 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
- 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.
- Confidently use and troubleshoot across multiple systems simultaneously (Zendesk Ticketing, EMR Platforms (WellSky and AxisCare), and our proprietary staffing platform)
- Translate complex, system-driven workflows into simple, approachable steps
- Highly organized and proactive, with the ability to adapt materials and methods quickly in response to change
- Knowledgeable about effective learning principles and training strategies
- Comfortable working in a fast-paced, ever-evolving environment
- Strong upward communication and collaboration across stakeholders
Work Arrangement
Remote (Worldwide)
Additional Information
- Part-Time Contract
- Trainings take place on weekday evenings
- Must be able to use and troubleshoot across multiple systems simultaneously: Zendesk Ticketing, EMR Platforms (WellSky and AxisCare), and proprietary staffing platform
