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Instructional Design Specialist, Sales Centers

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We are seeking an Instructional Design Specialist to join our client's dynamic and growing training organization. Their training team is responsible for the development, execution, and maintenance of programs impacting 3,000 agents, spread across 6 vendors in 15 domestic and international sales centers.

This key position will be responsible for development of content that includes product launches, marketing initiatives, computer systems, sales skills, soft skills and document version control and management. The Instructional Designer will be expected to work independently and approach team management when direction is needed or issues arise


Responsibilities:
• Develop and maintain and deliver timely CBT training using Captivate, SharePoint, and other tools
• Maintain version control and updating of CBT training courses
• Develop and maintain sales queue-specific written content, initiative training and new hire training curriculum, driving sales performance and ensuring customer satisfaction metrics are met
• Serve as subject matter expert and content owner of assigned training queues
• Use knowledge in Instructional Design and Adult Learning Theory to develop world class curriculum
• Identify and incorporate appropriate delivery methods for a variety of training projects
• Collaborate with clients and colleagues to ensure needed business outcomes and consistency
• Strong planning skills with ability to manage multiple projects
• Manage document version control for multiple lines of business

Core Qualifications
• Bachelor’s Degree in a related field or equivalent work experience
• Proficiency in standard MS Office applications (Word, Excel and PowerPoint and Visio), InDesign skills are a MUST have, in addition to Captivate along with SharePoint portal to communicate updates and store project documentation
• Demonstrated success in instructional design that allow the company to meet or exceed: regulatory standards, sales/conversion performance and customer satisfaction
• A minimum of 3 years large-scale call center operations experience, focusing on training needs assessment and sales agent training and instructional design
• Passionate and innovative professional with a proven track record of success; an action-oriented, strategic and creative thinker who can focus on detailed implementation and execution.
• Strength in both analysis (job and task analysis, content sequencing, etc.) and design (creating innovative and engaging learning activities, page layout and design, visual asset creation).
• Relevant training certifications
• Outstanding organizational and time management skills and the proven ability to work successfully and independently in a dynamic environment
• Ability to effectively operate within diverse and cross-functional groups
• Strong problem solving and analytical skills, including a qualitative and quantitative skill set
• Demonstrated aptitude for analyzing complex issues and developing the appropriate solutions
• Excellent communication skills, including ability to tailor communication to audience, develop and present cogent and cohesive perspectives
• Effective listening skills to ensure understanding of instructions and directions and effectively communicate progress and problems to co-workers and management

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