Senior Training Manager, Contact Center

NYU Langone Health; Boynton Beach (FL); On-site; USD 70,000 - 100,000; Full time

Job summary

NYU Langone Florida is seeking a Training Manager for the Contact Center to lead the design, development, and delivery of training and informational materials. The role involves mentoring Learning Specialists, coordinating with management, and applying instructional design methodologies to ensure quality and timely solutions for new hires and ongoing staff development.

The position emphasizes leadership in training delivery, development of course materials, and the use of multimedia approaches

Qualifications

• Bachelor/BA or BS with concentration in instructional design, curriculum design or educational media.
• Must have experience mentoring instructional designers/developers and managing courseware projects.
• Proven ability to design/plan learning content for new hires, refresher and career development.
• Knowledge of performance-based instructional design methodologies preferred.
• Experience with quality assessment of instructional materials and standards.

Responsibilities

• Assess learning needs of frontline management and representatives; propose learning solutions.
• Lead startup demands and other duties as assigned by Contact Center leadership.
• Elevate instructional materials using new media such as e-learning and web-based learning.
• Oversee design, development, and delivery of training content with SMEs.
• Manage Learning Specialists: resources, timelines, and cross-team communication.
• Meet with management to identify requirements and address training gaps.
• Support performance improvement through targeted training interventions.

Skills

Training management

Mentoring designers

Instructional design

Courseware design

Quality assurance

Education

B.A./B.S. in Instructional Design or related field

Tools

PowerPoint

Microsoft Word

Job description

NYU Langone Florida is seeking a Training Manager for the Contact Center to lead the design, development, and delivery of training and informational materials. The role involves mentoring Learning Specialists, coordinating with management, and applying instructional design methodologies to ensure quality and timely solutions for new hires and ongoing staff development.

The position emphasizes leadership in training delivery, development of course materials, and the use of multimedia approaches