Facilitation: Deliver learning material in face-to-face and virtual environments to leadership audiences and to pilot any newly designed curriculum. Run train-the-trainer programs for call center trainers. Coach and develop call center leaders to co-facilitate the delivery of learning material.
Curriculum-level Needs Assessment: Using a variety of inputs, perform gap analysis for performance and training opportunities, or innovations to identify regional and global curriculum needs for tool-based technical and behavioral soft skills. Prioritize the importance of identified gaps, document and present methods, findings, and recommendations to address performance gaps.
Instructional Design: Research content and/or collaborate with subject matter experts (SMEs) and other cross functional stakeholders to develop consistent and accurate regionally and globally valid training curriculum. Develop solutions (e.g., instructor-led, virtual, elearning, blended, etc.) that provide relevant, challenging, and productive learning experiences. Develop necessary course collateral including facilitator and learner materials, presentation media, design applications, job aids, and knowledge checks. Finalize materials through reviews, pilot tests, etc and being able to measure and demonstrate the impact of these training programs.
What you should have:
Bachelor’s Degree in instructional design or a related degree, Master’s Degree a plus
5+ years of experience designing learning solutions, including onboarding programs focused across a variety of levels
Experience designing and facilitating learning offerings that range from 15-minute e-learning to multi-week classroom experiences
Experience creating eLearning, working with LMSs, and digital learning methods and tools is highly preferred
Solid facilitation experience
Project management experience
Ability to collaborate with a global team and stakeholders, communicate effectively, and pay attention to detail
Experience working in a fast-paced, results-oriented, data-driven environment.
High level of independence and ability to work and manage own time effectively
Experience working in a cross-cultural international environment is a plus
Proficiency in English
Experience in content/ knowledge management is a plus
Experience designing training curricula for service, retail, or call center managers/leaders is a plus
Experience with innovative facilitation tools is a plus