Manager, Contact Center Training
WFA Digital Insight
As demand for remote customer service specialists grows, companies like University of Miami are seeking skilled managers to lead contact center training programs. With the rise of virtual healthcare services, the need for effective patient access and customer service training has increased by 25% in the past year. University of Miami's commitment to remote work and employee development makes this role stand out. Candidates should be prepared to showcase their expertise in training program development, leadership, and virtual team management. Before applying, consider how your skills align with the company's goals and the rapidly evolving healthcare industry.
Job Description
About the Role
The Manager, Contact Center Training position at University of Miami is a unique opportunity to lead the development and execution of training programs for UHealthConnect. As a key member of the team, you will provide strategic direction and ensure alignment of training across enterprise operations, including scheduling, registration, and other patient-facing functions. Your expertise will drive standardized, end-to-end training solutions that support key performance metrics and incorporate industry best practices.The role is fully remote, allowing you to work from anywhere and promote consistency, efficiency, and a high-quality patient experience. You will integrate training with operational workflows and partner with operational leadership and the Quality Management team to develop, optimize, and sustain training solutions that reinforce standard processes and enable continuous improvement.
What You Will Do
- Collaborate with leadership to define and implement training strategies that support the integration and centralization of multiple lines of business within UHealthConnect
- Develop, execute, and continuously improve enterprise-wide training programs for scheduling, registration, and other patient-facing services
- Lead the design and delivery of training curricula aligned to core systems and technologies, including Epic EMR, NICE CXone, Kyruus Health, and workforce management tools
- Design and oversee training programs for a fully remote workforce, leveraging virtual facilitation techniques to ensure effective delivery, engagement, and knowledge retention
- Develop and implement online, self-paced, and self-directed training modules, including e-learning and simulation-based content
- Establish and maintain scalable training frameworks that support onboarding, cross-training, and ongoing education
- Supervise and develop training staff, providing leadership, coaching, and performance management
- Partner with operational leadership, project teams, and subject matter experts to translate workflows, system enhancements, and business processes into standardized training content and learning solutions
- Oversee training readiness for system implementations, workflow updates, and organizational initiatives
What We Are Looking For
- 5+ years of experience in training and development, preferably in a healthcare or customer service environment
- Proven track record of developing and implementing effective training programs
- Strong leadership and coaching skills, with experience managing remote teams
- Excellent communication and project management skills
- Experience with Epic EMR, NICE CXone, Kyruus Health, and workforce management tools
- Strong analytical and problem-solving skills, with ability to drive data-driven decisions
- Bachelor's degree in a related field, such as education, communication, or business
Nice to Have
- Experience with e-learning and simulation-based training content
- Familiarity with virtual facilitation techniques and tools
- Knowledge of adult learning principles and instructional design
- Certification in training and development, such as CPTD or CTDP
Benefits and Perks
- Competitive salary and benefits package
- Opportunity to work remotely and promote work-life balance
- Comprehensive health insurance and retirement plan
- Professional development opportunities, including training and education reimbursement
- Access to state-of-the-art technology and tools
- Collaborative and dynamic work environment
- Recognition and reward programs for outstanding performance
How to Stand Out
- Be prepared to showcase your expertise in training program development and leadership, with a focus on virtual team management and remote customer service.
- Familiarize yourself with University of Miami's commitment to remote work and employee development, and be ready to discuss how you can contribute to this vision.
- Highlight your experience with Epic EMR, NICE CXone, Kyruus Health, and workforce management tools, and explain how you have used these systems to drive training and development.
- Emphasize your ability to develop and implement effective training programs, and provide specific examples of your experience in this area.
- Research the company's culture and values, and be prepared to discuss how your own values and approach to training and development align with those of University of Miami.
- Consider creating a portfolio of your training programs and materials, and be prepared to share examples of your work during the interview process.
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