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Job Description
The
Instructional Design Specialist will be responsible for designing and developing solutions for learning and development programs that enhance the knowledge, skills, and abilities of new and existing contact center specialists so they can excel in their performance and exceed business and client performance goals. Design and develop training curriculum using appropriate instructional development methods, tools and formats. Research, design, develop, and maintain training materials and supporting resources. Act as a liaison between Client Services, the client, and the Training Specialists in determining specifications of course content and need. Transform clients’ content into engaging and effective learning materials.KEY DUTIES/RESPONSIBILITIESConsult with internal and external subject matter experts to understand learning needs. Initiates and leads communications and meetings with stakeholders and subject matter experts to plan, solicit feedback, and make recommendations to achieve business and client goals through training. Independently manage multiple projects simultaneously by prioritizing project deadlines in alignment with changing business needs. Prepares facilitator support materials to include leader/facilitator’s guide, presentations, online reference materials, activities, assessments, and evaluation tools for delivery of learning experiences. 80%
Collaborates with the Process Improvement and Quality Assessment team to ensure that training materials correlate with the documented processes and procedures. This position will also provide feedback and suggestions to the Process Improvement team on how processes and procedures are documented in the online procedure manual. 10%
Stay current with emerging trends and practices for the design, development, delivery and evaluation of learning content and activities. Stay current with company and contact center updates/changes in processes and goals. 5%
Perform other duties as assigned by Training Manager including: classroom training, participation of project teams, local center activities, and meetings on behalf of the Training Manager when necessary. 5%
Qualifications
Bachelor’s degree in Communications/English or similar field, or equivalent work experienceLangevin Learning Solutions: Instructional Design for New Designers or equivalent course desired
3-5 years' customer service and training requiredMinimum 3 years experience with delivery of classroom training or other formal presentation as the major job responsibilityBanking and digital banking experience preferred
Ability to conduct weekly conference calls, workgroups, and meetings to include Train the Trainer sessions
Problem solving and organizational skills
Ability to effectively communicate with multiple levels within the organization and externally with clients by phone, in person, or through written correspondence
Professional demeanor and attitude
Knowledge of Instructional Design methodologies
Knowledge of Adult Learning Principles
Additional Information
WHAT'S IN IT FOR YOU? Vericastoffers a generous total rewards benefits package that includes medical, dental and vision coverage, 401K matching and . A wide variety of additional benefits like life insurance, employee assistance and pet insurance are also available, not to mention smart and friendly coworkers!At Vericast, we don’t just accept differences - we celebrate them, we support them, and we thrive on them for the benefit of our employees, our clients and our community.Vericast considers applicants for all positions without regard to race, color, creed, religion, national origin or ancestry, sex, sexual orientation, gender identity, age, disability, genetic information, veteran status, or any other classifications protected by law. In addition, Vericastwill provide reasonable accommodations for qualified individuals with disabilities by contacting us at: [emailprotected]EEO is the law. To review your rights under Equal Employment Opportunity please visit:www.dol.gov/ofccp/regs/compliance/posters/pdf/eeopost.pdf.