Training Manager, Contact Center Learning & Development

NYU Langone Florida; Boynton Beach (FL); On-site; USD 90,000 - 130,000; Full time

Benefits offered by this job

Wellness program

Comprehensive benefits

Equal opportunity employer

Job summary

NYU Langone Florida is seeking a Training Manager for the Contact Center in Florida. You will lead training development for new-hire, refresher, and ongoing career programs, mentoring Learning Specialists and ensuring quality in design, media, and delivery.

The role involves collaborating with Contact Center Management, applying instructional design methodologies, and exploring new learning technologies to enhance performance and customer interactions.

Qualifications

• Bachelor's degree required; concentration in Instructional Design or related field preferred.
• At least two years' experience managing instructional designers/developers.
• Experience in quality assessment of instructional materials and development standards.
• Ability to communicate effectively with all levels of management and representatives.

Responsibilities

• Assess learning and performance needs of frontline managers and reps; Recommend solutions.
• Support start-up demands of new Contact Center staff and leadership.
• Elevate instructional documents with media solutions (e-learning, web-based learning).
• Collaborate with CC SMEs to design, develop, and deliver learning materials; create objectives, outlines, and assessments.
• Oversee quality assessment for all instructional materials; ensure standards and terminology are met.
• Provide guidance and mentoring for training development across varied content and audiences.
• Manage Learning Specialists; assign resources, set timelines, and coordinate training schedules.
• Meet with management to identify requirements and close gaps in training.

Skills

Instructional design

Mentoring

Quality assurance

Client communication

Education

Bachelor's degree in related field

Concentration in Instructional Design or related field

Tools

PowerPoint

Word

Job description

NYU Langone Florida is seeking a Training Manager for the Contact Center in Florida. You will lead training development for new-hire, refresher, and ongoing career programs, mentoring Learning Specialists and ensuring quality in design, media, and delivery.

The role involves collaborating with Contact Center Management, applying instructional design methodologies, and exploring new learning technologies to enhance performance and customer interactions.