Instructional Designer

Location: Full -Time, work from home

Entirenet is seeking an instructional designer with a robust background in instructor-led and e-learning development. The ideal candidate should be able to use e-learning as a key component to drive significant improvements in customer satisfaction and Customer Service Representative (CSR) knowledge through training. Training will be built into a blended curriculum and primarily delivered through call center trainers and online activities. The training you develop in this role will directly impact the ability of Tier 1 CSRs to provide world class customer service while routing, redirecting, or responding to customers’ inquiries. The successful candidate will have experience designing, developing, and delivering training and training content in a multi-regional context. Additionally, this candidate should be able to provide insight into the training industry, with a proven track record for building high-impact, blended learning solutions. Customer Service is a fast moving business and short turnaround times and the need for high-impact training is a constant. Working closely with Quality, Service Delivery and Release Management teams, you will define learning objectives and build world class training solutions focusing on Tier 1 CSR needs. As training needs ebb and flow, you will work with multiple projects which may include product training, program training, soft skills training, train the trainer events, and actual delivery of content to internal and external customers.

Responsibilities Include:

• Design, develop, and build blended learning content with a focus on Tier 1 CSR processes.
• Use the ADDIE model to develop training materials and curriculum design.
• Help meet business goals by ensuring the readiness of CS agents to respond to customer inquiries.
• Develop and evangelize best practices in training and performance improvement processes.
• Work closely with Subject Matter Experts (SMEs) to identify key product and program information, and incorporate in training for distribution to our vendor agents.
• Define training-related testing criteria and building strong application-level assessments.
• Define training-related testing criteria and building strong application-level assessments.
• Provide onsite support and training when needed to vendor agents.
• Build and deliver Train the Trainer sessions for vendor trainers.
• Work with and help maintain core new hire training components.
• Conduct training audits to ensure compliance with training program requirements.
• Conduct training audits around the curriculum you develop to ensure compliance with design and delivery standards.

Qualifications

• A degree or certification in Performance Technology, Instructional Design, Adult Learning, or teaching, plus 3-5 years of on-the-job application.
• Equivalent work experience of proven instructional design experience (3 years minimum).
• Proven experience with Instructional Design and performance consulting, and deep technical knowledge and the ability to convey complex topics to contact center agents.
• The ability to write application-level test questions, create strong performance and knowledge measures through traditional testing mechanisms, as well as through scenario-based assessments.
• Proven e-learning design and development experience, and experience with designing, developing, and delivering blended learning solutions.
• Classroom training experience and the ability to delivery classroom instruction.
• Experience coordinating and developing multiple projects at one time, successfully.
• Demonstrated ability to communicate effectively with peers, driving diverse workgroups to collaborative solutions.
• Experience with using Learning Management Systems a plus.
• Strong interest and commitment to technology and customer satisfaction.

Skills

• Advanced Microsoft Office skills.
• Ability to convey complex topics concisely.
• Ability to communicate clearly with English as a Second Language audiences (ESL).
• Ability to work well in a team and take on big challenges.
• Classroom training skills required.
• Articulate, Captivate, and Microsoft Expression Web experience a plus.
• Basic HTML and XML coding skills a plus.

Qualified candidates should submit a resume and cover letter to resume@entirenet.net. Please indicate in the subject line the position you are applying for. No phone calls, please.

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