Position Summary
Responsible for translating internal and external customer needs into high-impact learning solutions that will improve the skills, knowledge, and performance of employees and leaders in a contact center environment. The L&D Officer will utilize instructional design and performance improvement processes to analyze, design, develop, implement, and evaluate instructional materials and performance improvement programs that are aligned to business needs.
Owns all of assigned instructional materials to ensure that instructional quality is built into final project deliverables. Design and develop high-impact learning solutions for multiple delivery methods including instructor-led, web-based, virtual classroom, and blended instruction for a variety of targeted audiences.
Responsibilities
- Adhere to the standard ADDIE methodology, while leveraging best practices in adult learning theories, for instructional design
- Identify and interview subject matter experts and target audiences to determine client’s business and performance requirements
- Determine the learning goals and identify appropriate learning solution(s) and/or comprehensive training plan for a given situation – and, vary the elements/approach of the instructional design to maintain the attention of the learner and to produce the most appropriate solution
- Develop concise, creative, effective, and high-quality instructional materials. Course deliverables include design documents, objectives, video scripts, storyboards, eLearning, WBTs, job aids, reinforcement materials, prototypes, instructor and participant materials.
- Manage content review process which includes validating learning objectives, incorporating changes as needed into materials and course effectiveness and ensuring final project deliverables are of the highest quality
- Design, conduct and analyze surveys, tests, interviews, focus groups,observation procedures, sampling techniques, and reports to evaluate learning solutions
- Complete analysis of all existing training on a specified topic and identify improvement opportunities to improve learning effectiveness and retention.
- Work in team environment and collaborate with other members of the learning and development organization located around the globe
- Available for occasional travel if necessary.
Qualifications
- Adult Learning and Assessment of Learning Styles. Curriculum Design related certification.
- At least 2 years related work experience in a contact center environment
- Working knowledge of MS Office applications (Excel, Word, PowerPoint, Outlook), Visio, Captivate, Articulate or any e-learning tool.
- Above Average problem-solving, decision making, analytical skills. Excellent written and verbal communication skills. Excellent project/time management skills, public presentation skills, and classroom management.