Instructional Designer
The Instructional Designer is responsible for designing, building and implementing best-in-class training strategies to create an exceptional customer experience and improve contact center Advisor performance.
Skills:
Adobe Captivate 1-3 years, experience in developing training to be used for training sessions, Call center support a plus
Education:
Bachelor Degree Required, Master Degree preferred.
As a member of the Training Team, this position is instrumental in leading the strategic direction of entry and advanced level courses development for the contact center new hire and internal Advisor audiences. Keys to success in this position include demonstrating and utilizing effective needs analysis, project management, training course development and performance evaluation skills.
Among other job responsibilities, the role will focus on the following:
• Process & Methodology
• Design and execute best-practice methodologies to deliver best-in-class training and performance analysis
• Ensure accuracy, timeliness and usability of training material for all audiences
• Instructional Design experience developing web-based courses. Must have an understanding of how to create self-paced, web-based training using Captivate or other similar technologies
• Review of current training strategies and recommended changes to increase effectiveness and engagement
• Ability to assess return on investment of any training or development requests
• Develop and oversee testing and evaluation procedures
• Partner with knowledge creators on the Contact Center Business Performance team
Tools and Systems:
• Experience with instructional technologies related to Instructor Led Training, activities, self-paced learning, and blended formats.
• Develop and implement training curriculum, agendas, user-guides and performance analysis metrics for OnStar Service Delivery Department.
• Strong understanding and application of authoring tools (e.g. Captivate)
• Strong understanding of E-Learning strategies, social media and virtual training concepts.
Organizational Alignment and Adoption
• Collaborate with business and management teams on principles involved in strategic planning, resource allocation, production methods and coordination of people and resources
• Effectively prioritize feedback from key stakeholders to ensure training aligns with requirements.
• Build subject matter expertise for assigned lines of business
• Ability to track multiple projects and work with the business team to balance changing priorities