Contact Center Trainer & Curriculum Lead - Detroit

Henry Ford Health; Detroit (MI); On-site; USD 55,000 - 75,000; Full time

Job summary

Henry Ford Health in Detroit is seeking a Contact Center Trainer to deliver instructor-led training to new and existing Contact Center Advocates, help develop curricula, and ensure successful integration of new policies into the center. You will also build and maintain a real-time knowledge base to support agents.

The role requires experience in training delivery, strong public speaking skills, and proficiency with MS Office; HTML knowledge is a plus.

Qualifications

• Bachelor's degree, preferred.
• 5 years in a contact center environment.
• 2–3 years classroom/training experience (OTJ).
• Experience with multimedia (audio/video/web) and MS Office (Excel/Word/PowerPoint).
• HTML knowledge preferred.
• Strong planning, facilitation and public speaking.

Responsibilities

• Deliver instructor-led training to new and existing Contact Center Advocates.
• Assist in curriculum development and update training materials.
• Integrate new program and product policies into the contact center.
• Develop and maintain a real-time knowledge base for agents.

Skills

Public speaking

Training delivery

MS Office

HTML knowledge

Curriculum development

Project management

Education

Bachelor's Degree

Tools

MS Office suite

Job description

Henry Ford Health in Detroit is seeking a Contact Center Trainer to deliver instructor-led training to new and existing Contact Center Advocates, help develop curricula, and ensure successful integration of new policies into the center. You will also build and maintain a real-time knowledge base to support agents.

The role requires experience in training delivery, strong public speaking skills, and proficiency with MS Office; HTML knowledge is a plus.