Training Manager - (FGP) Contact Center, Florida

NYU Langone Health•Boynton Beach, FL

42d•Onsite

About The Position

We have an exciting opportunity to join our team as a Training Manager - (FGP) Contact Center, Florida. In this role, the successful candidate The Manager of Training will serve as the central point of contact related to Contact Center training and informational needs. He/she will work directly with the Contact Center Management team to proactively identify and plan for appropriate training and informational interventions that are delivered in a timely manner. The Manager of Training will spearhead analysis, design, and development initiatives related to new-hire, refresher, and career development training needs of Contact Center frontline management and representatives. He/she will manage, support, and mentor Learning Specialists and assume responsibility for instructional design and development, appropriate content treatment and media, quality assurance methodology, and creative delivery strategies. When directed or needed due to time or resource constraints, the Manager of Training will also perform instructional development and delivery activities.

Requirements

B.A. or B.S. degree; a concentration in Instructional Design, Curriculum Design, Instructional Technology, Educational Media, or Education is highly preferred.
At least two years experience in the management and mentoring of instructional designers/developers, preferably within a Contact Center environment and/or the equivalent combination of education and work experience.
Proven courseware design and development experience within an inbound Contact Center related to both agent transactional skills and human interactions with customers. (Samples are required related to course objectives, design approaches, content treatment, curriculum design, etc.).
Must be able to articulate and apply an instructional/informational design methodology; knowledge of a performance-based instructional methodology is preferred
Must have experience in quality assessment (including final editing) of instructional materials and the development, maintenance, and distribution of instructional standards.
Must be a high-performing PC user and an expert in the Windows Office Suite (specifically PowerPoint and Word).
Must have demonstrated experience in communicating effectively with all levels of Management and Representatives.
Qualified candidates must be able to effectively communicate with all levels of the organization.

Nice To Haves

A terrific sense of graphic design is a plus.

Responsibilities

Assess new-hire and ongoing learning and performance needs of frontline Management and Representatives; recommend appropriate learning and support solutions.
Perform other duties as assigned particularly as it relates to the start up demands of this new Contact Center. All those in leadership roles will be expected to take on additional duties as necessary.
Elevate existing Contact Center instructional documents and approaches to a higher level by recommending creative and alternative media solutions (e.g., E-learning, Web-based learning); explore new technologies related to relevant learning systems.
As requested and needed, course development responsibilities, including: Collaborate with CC SMEs to plan for, design, develop, and deliver learning and performance materials. Determine the best approaches, media, and format. Adhere to company standards and instructional methodology. Create course objectives and outlines; PowerPoint presentations; learner handouts, case studies and scenarios; learner assessments; and online documentation/job aids.
Plan for, set up, administer, and maintain a four-pronged quality assessment for all instructional materials developed for the Contact Center: Adherence to instructional objectives and focus. Instructional integrity and creativity. Content accuracy and appropriate treatment. Adherence to development, terminology, and grammatical standards.
Provide design guidance, oversight, and mentoring related to training development involving varied content types and potential audiences: Job processes, patient/customer transactions, and use of systems.Human skills and patient/customer interactions. On-boarding of new staff. NYULH Faculty Group Practice programs or new business initiatives. Contact Center practices. Management development.
Oversee the design, development, and delivery of Contact Center training and informational materials, including:Assure quality, adherence to requirements, and timely delivery. Approve all design approach documents prior to full-scale development by Learning Specialists (or assure that they are approved by the SME). Develop and maintain development productivity tools and templates. Approve design approach documents and overall strategies.Perform quality assurance (and sign-off) on instructional material. Assure that files follow naming conventions and are centrally located.
Provide overall management and leadership to Contact Center Learning Specialists: Assign resources; set timelines and deadlines; track projects and schedules. Assure communication among all constituencies. Approve all learning materials prior to final review by Contact Center Management. Work with Learning Specialists to schedule/coordinate training classes.
Meet with Contact Center Management team to identify requirements for all Contact Center training; elicit shortfalls; assure that standards and requirements are maintained on an ongoing basis.
Support Contact Center Management team in elevating the performance of low performing advisors via appropriate training and support and support interventions.