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Instructional Designer

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As a Curriculum Designer you will be responsible for developing instructional material, coordinating educational content, and validating current content. The candidate should have at least 3-6 years experience in designing customer service training solutions. This role will be responsible for the entire instructional design process and will work with SMEs in designing learning solutions for designated agent needs to effectively close sales and upsell “attach” products.

The candidate will work as part of a learning team supporting multiple global call centers, identify and promote industry best practice (ADDIE) and assist with incorporating business initiatives into training strategy. Some travel may also be required

Fluency in one of the following languages preferred: Spanish, German, French, or Japanese.

Responsibilities:

• Experience in designing material to be delivered to various call center partners
• Excellent instructional design capabilities for both instructor-led and web-based training
• Experience in adult learning and course/curriculum design
• Ability to build and manage multiple partnerships and relationships
• Experience in analyzing the results from discovery sessions and need analysis to identify the root causes of the performance opportunities
• Ensure overall integrity of the design
• Develop Job Task Analysis
• Demonstrated writing proficiency
• Ability to learn multiple systems and processes quickly
• Conduct training needs analysis to determine training objectives, instructional strategies, project scope
• Perform task and content analysis with subject experts to obtain specific information to be included in curriculum
• Must have strong organization skills and facilitation skills
• Exceptional verbal and written communications skills are needed in order to communicate with clients and students, as well as internal and external organizations
• Ability to present curriculum and lead group discussions in a professional environment
• Finely-honed relationship-building skills are a must for building value with agents, team members, internal stakeholders and Hotels.com customers
• Be able to demonstrate good judgment and proactive problem solving methods and be able to constructively handle unexpected problems
• Both the ability to meet deadlines and schedule flexibility are crucial
• Advanced proficiency with Microsoft Word, Excel, PowerPoint, Framemaker and Internet Explorer.
• Strong experience travel systems, travel industry and Customer Service
• Knowledge of eLearning software such as Flash, Dreamweaver, Captivate, Live Meeting, synchronous tools, Photoshop

Qualifications:
Bachelors Degree preferred
3-6 years experience designing computer-based/web-based and instructor-led instructional materials for Call Center Sales
Prefer experience designing travel instructional materials
Call Center Sales call center training experience
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 and follow-up skills; strong ability to multi-task and continually prioritize changing projects tasks/deliverables
Prefer Advanced degree in Instructional Technology, Instruction Design or Performance Technology a plus
Must have strong organization skills and facilitation skills

Work Experience and Education Guidelines:
Bachelors Degree preferred
Fluency in one of the following languages preferred: Spanish, German, French, or Japanese.
3-6 years experience designing computer-based/web-based and instructor-led instructional materials for Call Center Sales

Core Competencies: Technical / Job Competence, Problem Solving / Judgment, Planning, Customer Focus, Communication, Initiative

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