Training Specialist - Customer Operations (UK - West Midlands)

Why Clipboard Health Exists:

We exist to lift as many people up the socioeconomic ladder as possible. We dramatically improve lives, by letting healthcare professionals turn extra time and ambition into career growth and financial opportunity. We achieve this with our app-based marketplace that connects healthcare facilities and healthcare professionals, allowing healthcare professionals to book on-demand shifts and healthcare facilities to access on-demand talent. Our mission is to enable healthcare professionals to work when and where they want, and to enable healthcare facilities to meet their talent needs.

About Clipboard Health:

Clipboard Health is a post-Series C, extremely fast-growing tech startup with classic two-sided network effects, revolutionizing the market for healthcare talent. We are a diverse and inclusive company with a global, remote team. We have been named one of YC’s Top Companies for two years running, and have grown 25x across all key metrics in the last 18 months. There has never been a more exciting time to join our growing team and help us serve even more healthcare professionals and healthcare facilities, who can then better serve patients. To learn more about the culture at Clipboard Health, take a look at our culture hub here.

About the Role

The Training Specialist will be responsible for onboarding training of new Customer Operations team members to prepare them for their support roles. This role will recognize the different training needs of groups and individuals within the group and design and deliver training programs to improve their skills and product knowledge.

The Training Specialist will be required to cover both in-person and remote training sessions in the UK, catering to the training needs of agents across different functions. This role demands the trainer to be a product expert and be cross-trained on processes within their assigned area. Strong learning abilities will be crucial to help thoroughly understand the company's services to design effective training programs and respond confidently to detailed questions during training sessions.

We have frequent process/product enhancements for which the trainer will collaborate with product managers, subject matter experts, and stakeholders within the company to obtain input to design training content and update LMS.

This role requires familiarity with a range of training tools and techniques, including virtual classroom lectures, videos or presentations, role-play sessions, e-learning, LMS, and excellent knowledge of MS Office - Word, PowerPoint Excel.

Day-to-Day Responsibilities

• Design, maintain, and update new hire training content, schedules, and trackers, catering to either in-person or remote training for newly hired agents
• Conduct new hire training sessions for a batch of 25-30 agents, assessments, and on-the-job training, ensuring a minimum of 75% of agents moving to certification successfully pass the certification.
• Identify training needs and conduct training sessions for poor performers and outliers
• Handle 5 solved tickets weekly to remain familiar with the process and identify training opportunities that may be missing from the current training content.
• Conduct train-the-trainer sessions for BPO trainers and new team members to enhance training capabilities across the organization.
• 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.
• Undergo Monthly PKT (Process Knowledge Tests) to ensure continuous improvement and up-to-date knowledge.
• 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 and publish 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 for your aligned function, 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 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, FCR, 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.