Description
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 of 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 be required.
Fluency in one of the following languages preferred: Spanish, German, French, or Japanese.
OVERVIEW:
- Designs material to be used by call center partners
- Analyzes the results from discovery sessions and need analysis to identify the root causes of the performance opportunities
- Ensures overall integrity of the design
- Develops Job Task Analysis
- Demonstrates writing proficiency
- Conducts training needs analysis to determine training objectives, instructional strategies, project scope
- Performs task and content analysis with subject experts to obtain specific information to be included in curriculum
- Leverages finely-honed relationship-building skills to build value with agents, team members, internal stakeholders and customers
- Demonstrates good judgment and proactive problem solving methods and constructively handles unexpected problems
QUALIFICATIONS:
- 3-6 years' experience designing computer-based/web-based and instructor-led instructional materials for Call Center Sales
- Call Center Sales call center training experience
- Excellent instructional design capabilities for both instructor-led and web-based training
- Experience in adult learning and course/curriculum design
- 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
- Ability to present curriculum and lead group discussions in a professional environment
- Both the ability to meet deadlines and schedule flexibility crucial
- Advanced proficiency with Microsoft Word, Excel, PowerPoint, Framemaker and Internet Explorer
- Strong experience in travel systems, travel industry and customer service
- Knowledge of eLearning software such as Flash, Dreamweaver, Captivate, Live Meeting, synchronous tools, Photoshop
- Ability to build and manage multiple partnerships and relationships
- 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 learn multiple systems and processes quickly
- Experience designing travel instructional materials preferred
- 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
- Bachelor's Degree preferred
Core Competencies:
Technical/Job Competence, Problem Solving/Judgment, Planning, Customer Focus, Communication, Initiative.
This contract position is expected to be 1 year in duration.