Trainer - Contact Center

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

At Henry Ford Health, we're committed to advancing health and improving lives for the millions of people we serve across Michigan and around the world. As one of the nation's leading academic health systems, we provide a comprehensive continuum of care that includes primary and preventive services, specialty and complex care, virtual care, pharmacy, home health, eye care, health insurance, and more. With 12 hospitals and hundreds of ambulatory care locations, including former Ascension Southeast Michigan and Flint Region facilities, our growing network expands access to exceptional care in the communities we serve.

Headquartered in Detroit, Henry Ford Health is helping shape the future of healthcare through the transformative Future of Health: Detroit initiative, a $3 billion investment that is redefining our academic healthcare campus and advancing innovation, research, education, and community impact.

Our work is grounded in purpose, collaboration, and belonging. We empower team members to grow their careers, contribute innovative ideas, and make a meaningful difference every day. Whether you're caring for patients, supporting operations, conducting research, or driving new solutions, you'll be part of a team united by a shared mission: delivering exceptional care, advancing health outcomes, and building healthier communities for all.

Job Description

Department: Contact Center

Schedule: Full Time

Location: Detroit

Shift: Days

The Contact Center Trainer is responsible for delivering instructor- led training classes to new and existing Contact Center Advocates, assisting in curriculum development, and assisting with successful integration of new program and product policies and procedures into the contact center environment. This individual will also be responsible for developing and maintaining a real-time knowledge base.

Qualifications

EDUCATION/EXPERIENCE REQUIRED: Bachelor's Degree, preferred. Five (5) years of experience in a contact center environment. Two to three (2-3) years of classroom training and/or OTJ training experience. Experience with multi-media (audio, video, web-based systems) and MS Office programs (Excel, Word, PowerPoint) required; HTML knowledge, preferred. Position requires strong planning, facilitation and public speaking skills. Must be self-directed, organized and project a professional image. Strong ability to handle multiple priorities and projects concurrently. Possess a high level of demonstrated accountability with prior positions. Ability to adhere to a strict attendance and punctuation policy. Excellent verbal and written communication and analytical skill with a strong attention to detail.