NYU LANGONE HEALTH is a world-class, patient-centered, integrated academic medical center, known for its excellence in clinical care, research, and education. It comprises more than 200 locations throughout the New York area, including five inpatient locations, a children’s hospital, three emergency rooms and a level 1 trauma center. Also part of NYU Langone Health is the Laura and Isaac Perlmutter Cancer Center, a National Cancer Institute designated cancer center, and NYU School of Medicine, which since 1841 has trained thousands of physicians and scientists who have helped to shape the course of medical history. For more information, go to nyulangone.org, and interact with us on Facebook, Twitter, YouTube and Instagram.

NYU Langone Florida is opening a new state-of-the art Contact Center in Boynton Beach, FL. The Center will be a 200+ seat Contact Center that provides a single and centralized point of patient access to physician services across several disciplines. The new center will be staffed with a team ready to provide patients with an exceptional high quality, friendly, and efficient experience using the latest Contact Center equipment and technology.

POSITION SUMMARY

The Manager of Training will serve as the central point of contact related to Contact Center training and informational needs. They 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. This position 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.

RESPONSIBILITIES

• Assess new-hire and ongoing learning and performance needs of frontline management and representatives; recommend appropriate learning and support solutions.
• 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.
• Determine 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.
• Provide overall management and leadership to Contact Center Learning Specialists: assign resources, set timelines and deadlines, and track projects and schedules.
• 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).
• Provide design guidance, oversight, and mentoring related to training development involving varied content types and potential audiences, including: job processes, patient/customer transactions, use of systems, human skills, and patient/customer interactions.
• Develop and maintain development productivity tools and templates; approve design approach documents and overall strategies; perform quality assurance (and sign-off) on instructional material; and assure that files follow naming conventions and are centrally located.
• Plan for, set up, administer, and maintain a four-pronged quality assessment for all instructional materials developed for the Contact Center: (1) adherence to instructional objectives and focus; (2) instructional integrity and creativity; (3) content accuracy and appropriate treatment, and (4) adherence to development, terminology, and grammatical standards.
• Participate in on-boarding new staff, introducing NYULH Faculty Group Practice programs or new business initiatives, optimizing Contact Center practices, and providing for management development.
• Assure communication among all constituencies. Work in close collaboration with FGP Operations leadership team in developing content aligned with front-end access training goals. Work with Learning Specialists to schedule/coordinate training classes.
• As requested and needed, perform course development and delivery activities. Work with Learning Specialists to schedule/coordinate training classes.
• Support Contact Center Management team in elevating the performance of low performing representatives via appropriate training and support interventions.
• 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.
• Perform other duties as assigned.

QUALIFICATIONS

• Must possesses a B.A. or B.S. degree; a concentration in Instructional Design, Curriculum Design, Instructional Technology, Educational Media, or Education is highly preferred.
• Must have 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.
• Must have 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); a terrific sense of graphic design is a plus.
• Must have demonstrated experience in communicating effectively with all levels of management and representatives.

In return, we offer an extremely competitive salary and benefits package, along with career growth opportunities within a dynamic and diverse workplace focused on process improvement, staff development, and the ongoing expansion and enhancement of our services.

NYU Langone Health is an equal opportunity and affirmative action employer committed to diversity and inclusion in all aspects of recruiting and employment. All qualified individuals are encouraged to apply and will receive consideration without regard to race, color, gender, gender identity or expression, sexual orientation, national origin, age, religion, creed, disability, military and veteran status, genetic information or any other factor which cannot lawfully be used as a basis for an employment decision.

Required Skills Required Experience