Call Center Instructional Designer & Trainer (C2H)

The role of the Instructional Designer is to collaborate with Trainer and create, develop, implement, maintain, and facilitate an effective training curriculum. The goal is to create an effective training program for Product Support Reps in the United States and Mexico. This position works collaboratively across the organization to recommend, design and deliver learning solutions that will support our customer-facing groups internally, and vendors contact center groups. Dynamic presentation skills (physical and virtual) are needed to engage participants while teaching courses.

• ** Call Center and Energy experience is a PLUS ***

Phase 1: Immersion Identify training needs with best method of delivery.

• Employ appropriate instructional methods, techniques, materials and equipment to design, develop and coordinate materials and programs, partnering with other Training & Development staff and organization trainers.
• Identify knowledge gaps and training opportunities through quality assurance analysis of KPI s.
• Accurately determines the most effective training strategies, methods, materials and settings to correspond with the type of training needed and/or the environment in which the training will be applied.
• Strategically plans how to implement training initiatives within the organization and partners.

Phase 2: Design

• Own all document organization and version control.
• Conceptualizes, designs, and develops effective, accurate, concise, and engaging training content and curriculum using the ADDIE model or similar instructional design process on all training projects, and applicable software (SnagIt, Photoshop, Articulate, Captivate, Camtasia, and Info mapping).
• Drive innovation by incorporating new learning media approaches into the company s training solutions.
• Creates an engaging learning environment in which all trainees are fully capable of demonstrating learning outcomes at an expert level.

Phase 3: Develop

• Develop training manuals, visual aids, SOPs, and other training materials designed to maximize the end-user s learning and job performance of customer-facing groups.
• Proactively seeks solutions and enhancements to training courses and content.
• Builds and maintains positive relationships with all necessary business stakeholders and subject matter experts to ensure accuracy and accessibility of training content.
• Maintain current product knowledge for each line of service by taking calls, attending team meetings, and side by side observations.
• Proactively engages in personal leadership development and continuous learning about all aspects of the business.

Phase 4: Implement

• Positively engages learners using adult learning theory.
• Measure the results of training classes through 30, 60, and 90 day post-training evaluations and identify areas of opportunity.
• Assist management in building reports and presentations for monthly and quarterly business reviews.
• Proactively researches, updates, and communicates business updates in a timely manner.

• Bachelor's Degree in English, Education, Communication, Technical Writing, Instructional Design, or related field.
• ATD Instructional Designer, or ATD Trainer certification or similar (+)
• Bilingual in English & Spanish (+)

Technical Requirements:

• 5+ years experience in training (developing curriculum is preferred)
• Project Management- prioritize projects and streamline training/development to meet business needs
• Experience with instructional design methodologies and practical use of adult learning principles
• Energy, mobile technical support experience is a valued asset.
• Knowledge of Information Mapping methodology
• Proficiency with multimedia authoring tools: Storyline, Captivate, Camtasia, Flash, Dreamweaver, Fireworks, etc. is preferred
• Scripting and directing learning videos
• Experience with technology solutions related to learning including Learning Management System Administration
• Advance knowledge and experience with MS Office Suite
• Strong experience creating PowerPoint presentations within template guidelines
• Write learner-centered training objectives
• Create pre-and post-assessments
• Strong multi-tasking skills and the ability to manage simultaneous projects

Non-Technical Requirements:

• Ability to travel internationally 5-10%
• Self-starter, sense of urgency, and works well under pressure
• Organized, self-motivated, flexible, creative, and adaptable to working in a rapidly changing environment
• Strong attention to detail
• Communicate effectively in visual, oral and written form; ability to communicate clearly at all levels of the organization
• Ability to complete responsibilities without daily supervision

Associated topics: client, desktop, information technology, network, support, technical, technical support, technical support specialist, technician iii, technology