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2 - Instructional Designers

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As an Instructional Designer you will be responsible for close collaboration with subject matter experts, developing instructional material, coordinating educational content, and evaluating current content. This role will be responsible for the entire instructional design process using the ADDIE model, and will work collaboratively with SMEs in designing and developing learning solutions for various audiences. Needs to produce curriculum that enables agents to: effectively close sales, upsell “attach” products, or support our customers.

SKILLS:

Skill/Role Level Years Preference
Captivate Intermediate 0.0 Preferred
Instructional Design Guru 0.0 Required
Technical Writing Intermediate 0.0 Preferred

Instructional Designer Position Overview:

As an Instructional Designer you will be responsible for close collaboration with subject matter experts, developing instructional material, coordinating educational content, and evaluating current content. The candidate should have at least 3-6 years’ experience in designing sales and customer service training solutions. This role will be responsible for the entire instructional design process using the ADDIE model, and will work collaboratively with SMEs in designing and developing learning solutions for various audiences. Needs to produce curriculum that enables agents to: effectively close sales, upsell “attach” products, or support our customers. The candidate will be part of a learning and development team supporting multiple global call centers, and assisting with incorporating business initiatives into training strategy. Some travel may be required. Responsibilities: Use the ADDIE model and innovative and immersive learning methodologies in curriculum design and development Use adult learning theory in course/curriculum design Conduct training needs analysis to determine training objectives, instructional strategies, project scope Develop Job Task Analysis Design/develop telesales and customer service materials Build and manage multiple partnerships and relationships Analyze quality and operations metrics/KPIs to identify the root causes of performance opportunities Partner with Quality and Operations to monitor completion, comprehension, and retention of the content deployed to identify content effectiveness, as well as continuous improvement opportunities and lessons learned Ensure overall integrity of the learning design and content Learn multiple systems and processes quickly Communicate effectively with internal and external stakeholders Facilitate curriculum in a professional manner Demonstrate good judgment and proactive problem solving methods Demonstrate effective program management including, meeting deadlines, maintaining schedules, identifying and communicating risks early

Qualifications:

Knowledge of eLearning software such as Captivate, Storyline, Live Meeting, synchronous/asynchronous tools, Photoshop Possess instructional design capabilities for both instructor-led and eLearning 3-6 years’ experience designing eLearning and instructor-led instructional materials for Call Center Sales and Service Possess excellent grammar and writing proficiency Must have strong organizational skill and some facilitation ability Strong relationship-building skills are a must for building value with agents, team members, and internal stakeholders Excellent interpersonal skills, especially written and oral communication skills Demonstrated ability to apply principles of adult learning, and various instructional design approaches and processes to the learning content Demonstrated ability to identify agent needs, analyze and logically organize complex information and transform that into professionally designed, engaging and effective training materials Demonstrated ability to work on multiple, complex projects; strong project management; strong ability to multi-task and continually prioritize changing projects tasks/deliverables

Work Experience and Education Guidelines:
Bachelor’s Degree required Prefer Advanced degree in Instructional Technology, Instruction Design or Performance Technology a plus Fluency in one of the following languages preferred: Spanish, German, French, or Japanese. Experience in the travel industry an asset. Travel experience - highly desired.

Core Competencies: Program Management, Technical / Job Competence, Problem Solving / Judgment, Planning, Customer Focus, Communication, Initiative About the world’s leading online travel company, empowering business and leisure travelers

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