Training Specialist - Customer Operations

The Training Specialist will be responsible for onboarding training of new Customer Operations team members to prepare them for their 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.

We have a centralized training team for Customer Operations that caters to the training needs of almost 600 people across a dozen different functions. This role will demand the trainer to be a product expert and be cross-trained on all processes within their assigned area. Good 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 rollouts and announcements.

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.

• Design, maintain and update new hire training content, schedules, and trackers.

• Conduct new hire training sessions, assessments & on-the-job training

• Conduct train-the-trainer sessions for BPO trainers and new team members

• Conduct new hire training assessments

• Identify training needs and design plans to deliver on those requirements

• Schedule and conduct refresher training sessions as needed

• Design, execute and track Process Knowledge Tests sessions and scores

• Prepare and publish training dashboards and training effectiveness reports to stakeholders

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, identify areas of improvement.

• Develop several refresher training sessions for your functional area.

• Run at least one new-hire training program from start to finish.

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.