Training Team Lead

About the role

The Training Team Lead supports the development and execution of training and onboarding programs for new hires and current staff. This role ensures PE 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.

Responsibilities

• Own the design and delivery of a structured onboarding program for every PE 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
• Partner with the Training and Development Manager, Team Managers, BPO Managers, and other stakeholders to keep onboarding and training programs running smoothly
• Ensure all required system access (OpenPhone, FaxPlus, Medallion) is provisioned before start date, and troubleshoot any access issues
• Help design and execute role-specific onboarding plans tailored to each team's needs
• Deliver refresher and remedial training to keep existing staff sharp and 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
• Coach PE team members on new tasks, systems, and tools as they're introduced
• Track new hire and staff understanding of processes, systems, and role-specific knowledge
• Share performance and readiness documentation with Team Managers
• Spot performance gaps early and partner with managers to close them
• Build and maintain training resources — job aids, process documentation, instructional videos — that make onboarding and training easier
• Own the ongoing upkeep of training documentation, onboarding materials, and SOP alignment
• Keep all training resources organized and current in Google Drive
• Regularly review and update materials to reflect the latest workflow, system, and process changes
• Support the design and execution of training programs for BPO partners
• Conduct quality/adherence audits on BPO work and turn findings into concrete recommendations for improving training materials, agent performance, and processes
• Support the rollout of new workflows across BPO teams
• Provide hands-on guidance to ensure accuracy and consistency in BPO execution

Qualifications

• 4+ years experience designing, running, or supporting structured onboarding or training programs for internal teams, ideally in a operations, BPO, or healthcare SaaS environment
• Experience working with payer enrollment workflows and processes
• Clear, organized communicator and able to translate process changes into simple, actionable guidance for frontline staff
• Proven experience flagging onboarding and training gaps (tooling, permissions, readiness) before they become blockers
• Experience building and maintaining training materials, and able to continuously keep documentation current
• Strong cross-functional partner, comfortable working with Team Managers, BPO Managers, and Training leadership to solve onboarding and performance gaps
• Experience tracking performance and readiness data to improve training programs
• Expertise in using GSuites tools include GSheets, GDocs, and GMail
• Strong operational skills that drives organizational process improvements
• Problem solving, project management, interpersonal, and organizational skills