Staff Development Specialist – Customer Service Call Center

Join UNC Health Care in Chapel Hill, Orange County as a Staff Development Specialist for our Customer Service Call Center. You will assess training needs, design engaging learning programs, and support the professional growth of over 40,000 teammates.

Key Responsibilities

• Conduct comprehensive training needs analyses using call‑center metrics, employee feedback, and performance data.
• Design, develop, and deliver instructor‑led and virtual training programs that address identified gaps.
• Collaborate with call‑center managers and subject‑matter experts to ensure content relevance and alignment with UNC Health Care’s mission.
• Maintain training records, evaluate program effectiveness, and make data‑driven improvements.
• Support system‑wide training initiatives and assist in the rollout of new policies, technologies, and customer‑service standards.
• Provide coaching and on‑the‑job support to new hires and existing staff to enhance service quality.

Qualifications & Requirements

• Bachelor’s degree in Human Resources, Education, Business, or related field (or equivalent experience).
• 3+ years of experience designing and delivering training in a call‑center or customer‑service environment.
• Strong analytical skills with the ability to interpret performance metrics and translate findings into actionable learning solutions.
• Excellent presentation, facilitation, and communication skills.
• Proficiency with learning management systems (LMS) and virtual training platforms.
• Commitment to diversity, equity, and inclusion and ability to work in a large, multidisciplinary team.

Compensation & Benefits

Salary: $83,951.82 annually (fixed). UNC Health Care offers comprehensive health benefits, retirement plans, tuition assistance, and generous paid time off.

Frequently Asked Questions

What type of training will I develop as a Staff Development Specialist?

You will create both classroom‑style and virtual training programs focused on customer service skills, call‑center technology, compliance, and professional development.

Do I need prior experience in healthcare to apply?

While healthcare experience is helpful, the primary requirement is proven experience designing training for call‑center or customer‑service teams.

What benefits does UNC Health Care provide?

UNC Health Care offers health, dental, vision, retirement plans, tuition assistance, paid time off, and a supportive inclusive work environment.