Contact Center Training Lead

SilkRoad; Boynton Beach (FL); On-site; USD 70,000 - 110,000; Full time

Job summary

NYU Langone Florida in Boynton Beach is seeking a Training Manager for the Contact Center to lead training design, development, and delivery for new-hire, refresher, and career development programs. The role directs Learning Specialists, ensures content quality, and guides media choices while expanding instructional capabilities across the center.

Candidates should have a BA/BS and proven experience in instructional design and mentoring, with strong PowerPoint/Word skills and the ability to work

Qualifications

• Bachelor's degree in a relevant field is required or strongly preferred.
• Proven courseware design and development experience in a training/learning environment.
• Ability to articulate instructional design methodology and apply performance-based design.

Responsibilities

• Assess learning and performance needs of frontline management and representatives; propose solutions.
• Lead startup demands and assume additional duties as needed for the Contact Center.
• Elevate instructional documents and explore media solutions (e-learning, web-based learning).
• Collaborate with subject matter experts to plan, design, develop, and deliver learning materials.
• Create objectives, outlines, PowerPoint presentations, handouts, case studies, scenarios, and assessments.
• Plan and conduct four-pronged quality assessment for instructional materials.
• Provide design guidance and mentoring for training development across varied content and audiences.
• Oversee design, development, and delivery of training; ensure quality and timely delivery.
• Meet with management to identify requirements and address shortfalls; improve performance via training.

Skills

Instructional Design

Curriculum Design

Instructional Technology

Educational Media

Education

Education

Bachelor's degree

Tools

PowerPoint

Word

Job description

NYU Langone Florida in Boynton Beach is seeking a Training Manager for the Contact Center to lead training design, development, and delivery for new-hire, refresher, and career development programs. The role directs Learning Specialists, ensures content quality, and guides media choices while expanding instructional capabilities across the center.

Candidates should have a BA/BS and proven experience in instructional design and mentoring, with strong PowerPoint/Word skills and the ability to work