Description
SENIOR INSTRUCTIONAL DESIGNER
Duration: 12-month contract (W2)
Location: Pleasanton, CA 94588
Job Number: 54777
Client: One of the country's largest health care and health plan providers
Department: Contact Center Strategy Training
Travel: Up to 30% as needed to work with teams, management, business/IT partners, clients, and vendors
Overview:
This role is responsible for fulfilling short-cycle and extended-cycle client training needs and for interacting with client services teams (technical and non-technical) and preferred vendors to define, advocate, and support learning strategies for small and large scale initiatives.
Position Summary:
- Seeking a team building driven, creative and solution-oriented Senior Instructional Designer responsible for the Analysis, Design, Development, Implementation, Evaluation (ADDIE) and score card reporting.
- Support implementation and maintenance for customer relationship management (CRM) and telephony infrastructure (TI) applications (ie Front and Back End Intelligent Routing Phone Systems, Desktop Soft Phones, IVR, Skills based routing, Workforce Management, Scheduling, Forecasting, Analytics, Reporting, Quality Assurance, Training Blended Solutions, Enterprise Fax Servers) utilizing adult learning theories for enterprise Contact Centers.
- Work closely with IT, Testing, Quality Assurance, Training (Operations and Project based), current/future users, business and technical experts supporting Health Plan and Clinical Contact Centers to create training materials and assist in training delivery using the ADDIE/SAM, Rapid eLearning development, and ADKAR methodology.
- Will require the planning and coordination of training activities and resources (facilities, equipment, training materials, and people) leading up to and beyond parallel and sequential implementations as assigned and/or directed by Contact Center Training. This role has a direct impact on our team and client's learning experience and overall satisfaction with our products and services.
Responsibilities:
- Assist with the coordination and execution of vendor outsourced training
- Assist in the development of training curriculum tailored to multiple skill sets
- Develop eLearning and classroom (synchronous and asynchronous) training content including:
- presentations
- Word documents and Adobe Publisher for instructor-led course content
- Articulate and Adobe Captivate for eLearning content
- Intradiem LMS utilization
- Quick Reference Guides (1-2 page instruction summary)
- Quick Tour Demos and simulations for online delivery before, during, and after training implementation as demonstrations, guided practices, and case studies for experiential solutions tailored to business processes
- Collaborate with cross-functional teams and stakeholders (Business and IT) to develop learning offerings for
enterprise clients - Create customized job aids and level setting documentation (eg Excel spreadsheets and Visio diagrams)
- Assist in proctoring, classroom presentations, exercise mentoring, course satisfaction and comprehension
surveys and reports - Report regular project status and issues to manager
- Communicate with IT team members and user groups as required
- Interact with high profile clientele and maintaining a high degree of service internally and externally
- Manage multiple tasks and conflicting priorities as needed
- Lead the execution of time sensitive tasks as necessary
- Travel up to 30% as needed to work with teams, management, business/IT partners, clients, and vendors
- Develop knowledge of company's Healthcare Systems
- Develop knowledge of company's Business/IT requirements
Qualifications, Experience, Skills:
- Bachelor's business or technical degree or equivalent relevant work experience
- 1-3 years' experience developing eLearning content
- 2-3 years' experience in a customer service or healthcare related field
- Excellent skills in analysing course content
- Excellent skills in developing course content
- Excellent skills in developing job aids such as quick reference sheets and online quick tour demos
- Excellent skills in designing/developing online case studies and solutions
- Excellent interview and presentation skills
- Strong interpersonal and communication skills
- Ability to communicate with clients, developers, contractors, software vendors and all levels of management
- Experience with utilizing learning management systems
- Experience in one-on-one, on-the-job and group training for new software systems
- Experience in process and procedures documentation
- Experience in self-managing time and tasks to milestone deliverable deadlines
- Highly adaptable to changing priorities, ambiguity, and stressful situations
- Analytical and problem solving skills
- Client-focused and client-facing skills
- Intermediate skills with MS Word
- Intermediate skills with MS PowerPoint
- Intermediate skills with MS Excel
- Intermediate skills with MS Visio
- Intermediate skills with MS Project
- Intermediate skills with Adobe Standard, Adobe Captivate, Articulate, Tech Smith Snag-It