Training Manager, Contact Center Excellence

NYU Langone Health; Boynton Beach (FL); On-site; USD 80,000 - 110,000; Full time

Job summary

NYU Langone Florida invites applications for a Training Manager - (FGP) Contact Center to lead training strategy for frontline management and representatives. You will partner with Contact Center leadership to identify needs and deliver timely, effective programs.

You will oversee design, development, and delivery of training materials, mentor Learning Specialists, ensure quality standards, and apply multimedia approaches to improve performance across the contact center.

Qualifications

• BA or BS in a relevant field; concentration in instructional design preferred.
• 2+ years leading instructional designers/developers, preferably in a Contact Center.
• Proven courseware design and development for inbound contact center scenarios.
• Knowledge of instructional design methodologies; performance-based approach preferred.
• Experience with quality assessment of instructional materials and standards.
• Proficient in Windows Office; strong PowerPoint and Word; graphic design a plus.

Responsibilities

• Assess training needs for frontline management and representatives; propose solutions.
• Lead startup-related duties as needed by the Contact Center leadership.
• Improve instructional documents with multimedia and new technologies.
• Collaborate with subject-matter experts to plan, design, and deliver learning materials; create objectives, outlines, handouts, case studies, and assessments.
• Plan, administer, and maintain a four-pronged quality assessment for all materials.
• Provide design guidance and mentoring for training development across various content types and audiences.
• Oversee design, development, and delivery of training; ensure quality, timely delivery, and proper documentation.
• Manage Learning Specialists: allocate resources, set timelines, coordinate schedules, and ensure stakeholder communication.
• Meet with Contact Center Management to identify requirements and address shortfalls on an ongoing basis.
• Support performance improvement initiatives through targeted training interventions.

Skills

Instructional design

Mentoring

Communication

Quality mindset

PowerPoint

Microsoft Word

Graphic design

Education

Bachelor's degree in Education/Instructional Design

Tools

PowerPoint

Word

Job description

NYU Langone Florida invites applications for a Training Manager - (FGP) Contact Center to lead training strategy for frontline management and representatives. You will partner with Contact Center leadership to identify needs and deliver timely, effective programs.

You will oversee design, development, and delivery of training materials, mentor Learning Specialists, ensure quality standards, and apply multimedia approaches to improve performance across the contact center.