LEARNING SOLUTION SPECIALIST/Instructional Designer

RESPONSIBILITIES:

 

Primary responsibility includes the design and development of e-learning and blended learning content for all levels of contact center employees and management using the ADDIE or ISD models to include: needs/performance analysis, content design and development, implementation and evaluation. Utilize tool(s) from our educational tool suite / University to deliver training content. May lead course material development efforts in a multi-person project effort, as required, and design graphics for use in a web-based and/or blended learning environment. Design assessments, interpret and report results in conjunction with the Business Partners relative to training and post-training performance, course materials, delivery methods and processes. Work with Line of Business Leaders and internal teams to develop project plans for education initiatives. Serve as a point-of-contact during development of course materials, including client interface, project lead, and team member contact. Maintain project plans. Participate in user acceptance testing. Provide support as necessary to LOBs to articulate training design and delivery. Work with Line of Business subject matter experts to acquire details on roles/scenario input documents for training design.

 

REQUIRED QUALIFICATIONS:

 

BA/BS in instructional Systems Development, Instructional Technologies or related field or relevant technical degree program or equivalent proven experience. 3-5 years instructional design and curriculum development experience. 2-4 years successful project management experience in mid-size to large projects. Excellent organizational and interpersonal skills. Strong instructional design capability. Process improvement skills. Ability to multi-task. Ability to identify areas of integration with Education and other areas of the CSAA. Proven ability to interact with all levels of the organization. Demonstrated problem-solving and crisis management skills. Ability to work as an effective member of a team. Excellent verbal and written communication skills. Advanced Microsoft Office skills (Word, PowerPoint, and Excel). Knowledge and experience with basic graphics packages (Photoshop). Demonstrated use of e-learning products (Dreamweaver, Coursebuilder, Captivate, and Flash). Familiarity with Learning Management Systems. Must Be able to travel to Contact Center site locations in and out of state as required to conduct needs analysis, work with subject matter experts and key business personnel. Estimated travel - 30%.