Remote Center Training Leader (Epic, NICE CXone)

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

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.