Manager, Contact Center Training

University of Miami; United States; Remote; USD 90,000 - 130,000; Full time

Benefits offered by this job

Medical benefits

Dental benefits

Tuition remission

Job summary

University of Miami is seeking a Manager, Contact Center Training to lead enterprise-wide training initiatives remotely. You will collaborate with leadership to define strategies, oversee curricula for Epic EMR, NICE CXone, Kyruus Health, and workforce tools, and design programs for a fully remote staff.

You will supervise training staff, ensure readiness for system updates, and partner with QM and operations to improve performance and documentation practices.

Qualifications

• Bachelor’s degree in a relevant field required.
• Minimum 5 years of relevant experience required.
• Operational Management: optimizes day-to-day operations for efficiency.
• Organizational Development: ability to implement change and improve effectiveness.
• Financial Oversight: knowledge of financial operations.
• Team Leadership: build and lead a cohesive, collaborative team.
• Technical Proficiency: proficient with standard office software and tools.
• Communication: strong verbal and written communication skills.

Responsibilities

• Collaborates with leadership to define training strategies aligning with priorities and goals.
• Oversees enterprise-wide training programs for scheduling, registration, and patient-facing services.
• Leads design and delivery of curricula for core systems and technologies (Epic EMR, NICE CXone, Kyruus Health).
• Designs training for a fully remote workforce with virtual facilitation.
• Develops online, self-paced and simulation-based training content.
• Establishes scalable training frameworks for onboarding and cross-training.
• Supervises and develops training staff with coaching and performance management.
• Partners with operations and SMEs to translate workflows into standardized content.
• Oversees training readiness for system implementations and updates.

Skills

Operational Management

Organizational Development

Financial Oversight

Team Leadership

Technical Proficiency

Communication

Education

Bachelor's degree in a relevant field

Tools

Epic EMR

NICE CXone

Kyruus Health

Workforce management tools

Job description

Core Job Summary

The University of Miami/UHealth Department of UHealth Connect has an exciting Full Time opportunity for a Manager, Contact Center Training position to work remotely.

Core Responsibilities

• Collaborates with leadership to define and implement training strategies that support the integration and centralization of multiple lines of business within UHealthConnect, ensuring alignment with organizational priorities and performance goals.
• Oversees the development, execution, and continuous improvement of enterprise-wide training programs for scheduling, registration, and other patient-facing services, ensuring consistency across workflows and service lines.
• Leads the design and delivery of training curricula aligned to core systems and technologies, including Epic EMR, NICE CXone, Kyruus Health, and workforce management tools, ensuring effective adoption and utilization.
• Designs and oversees training programs for a fully remote workforce, leveraging virtual facilitation techniques to ensure effective delivery, engagement, and knowledge retention across distributed teams.
• Develops and implements online, self-paced, and self-directed training modules, including e-learning and simulation-based content, to support scalable learning and independent skill development.
• Establishes and maintains scalable training frameworks that support onboarding, cross-training, and ongoing education, promoting workforce flexibility and operational efficiency across multiple service lines.
• Supervises and develops training staff, providing leadership, coaching, and performance management to maintain a high-performing and cohesive training team.
• Partners with operational leadership, project teams, and subject matter experts to translate workflows, system enhancements, and business processes into standardized training content and learning solutions.
• Oversees training readiness for system implementations, workflow updates, and organizational initiatives, coordinating virtual training delivery, simulations, and end-user support to ensure successful adoption.
• Collaborates with the Quality Management (QM) team to incorporate performance insights into training enhancements and ensures training programs reinforce standardized documentation practices and system utilization.
• Establishes and continuously assesses the effectiveness of the internal controls within the unit and compliance with University policies and procedures.
• Ensures employees are trained on controls within the function and on University policies and procedures.
• This list of duties and responsibilities is not intended to be all-inclusive and may be expanded to include other duties or responsibilities as necessary.

Core Qualifications

• Bachelor’s degree in relevant field required
• Minimum 5 years of relevant experience required
• Knowledge, Skills and Abilities: Operational Management: Optimizes day-to-day operations and processes for efficiency and effectiveness.
• Organizational Development: Ability to implement strategies to improve organizational effectiveness, engagement, and manage change.
• Financial Oversight: Knowledge of financial operations and management.
• Team Leadership: Ability to create and maintain a cohesive and productive team environment, build positive working relationships and work collaboratively with others.
• Technical Proficiency: Skilled in using office software, technology, and relevant computer applications.
• Communication: Strong verbal and written communication skills to convey ideas clearly and persuasively.
• Any relevant education, certifications and/or work experience may be considered.

The University of Miami offers competitive salaries and a comprehensive benefits package including medical, dental, tuition remission and more.

UHealth-University of Miami Health System, South Florida's only university-based health system, provides leading-edge patient care powered by the ground breaking research and medical education at the Miller School of Medicine.

As an academic medical center, we are proud to serve South Florida, Latin America and the Caribbean.

Our physicians represent more than 100 specialties and sub-specialties, and have more than one million patient encounters each year.

Our tradition of excellence has earned worldwide recognition for outstanding teaching, research and patient care.

We're the challenge you've been looking for.

The University of Miami is an Equal Opportunity Employer.

Applicants and employees are protected from discrimination based on certain categories protected by Federal law.

Job Status: Full time Employee Type: Staff

The mission of the University of Miami is to transform lives through education, research, innovation, and service.

A vibrant and diverse academic and healthcare community, the University of Miami and the University of Miami Health System ("UHealth") have rapidly progressed to become one of the nation’s top research universities and academic medical centers in the nation.

The University comprises 12 schools and colleges serving undergraduate and graduate students in more than 350 majors and programs.

Visit welcome.miami.edu/about-um to learn more about our points of pride.

The University ranks No. 55 on U.S. News & World Report’s 2022 Best Colleges list and ranked No. 49 in the 2022 Wall Street Journal/Times Higher Education College Rankings.

Bascom Palmer Eye Institute is ranked the #1 eye hospital in the USA and offers some of the nation's premiere eye doctors to treat every eye condition for adults.

Sylvester Comprehensive Cancer, part of the Miller School of Medicine, received the prestigious National Cancer Institute designation in 2019.

The University of Miami and UHealth have also ranked among the Forbes Best Employers and Best Employers for Women on several occasions, most recently in 2022.

With more than 17,000 faculty and staff, the University strives for excellence, and is driven by a powerful mission to transform and impact the lives of its students, patients, members of the community, and people across the globe.

The University of Miami is an Equal Opportunity Employer.

Applicants and employees are protected from discrimination based on certain categories protected by Federal law.