Role description:

The Specialist Instructional Design will be responsible for the coordination, development and execution of contact center training material development as requested. Training focus will consist of, but is not limited to soft skills, sales, troubleshooting, systems and agent continuous education.

Scope of Responsibility:

·       Create immersive educational experiences based on request & requirements provided

·       Collaborate with subject experts, trainers and operational teams to understand their needs, customize course content & obtain content validation.

·       Create interactive learning formats such as online activities, scenario-based learning exercises, and engaging e-learning

·       Formulates learning objectives; plans, designs, and develops methods for the assessment and evaluation of training effectiveness.

·       Study market trends and suggest/create innovative learning modules to increase participation (interactive training, gamification, AI…)

·       Incorporate and build ILT training along with instructor guides, activities & training aids as needed

·       Effectively maintain project and training module status, adhering to committed completion dates

·       Manage course documents in content repository

 

Qualifications and competencies

·       Degree from a reputed organization

·       Possess at least 3+ years’ experience in training, instructional design, content development, education or related field

·       Experience in course development software (Articulate, Storyline, Vyond, Captivate)

·       Concrete verbal and written communication skills

·       Proficiency in Microsoft office esp Microsoft excel, Powerpoint and word

·       Quick learners, flexible with time and candidates who have creative thinking approach

·       Ability to interact with confidence when working with clients and trainers

·       Capability to work in unstructured environment

·       *Knowledge of or experience within a BPO/Contact center a plus