Instructional Designer - (Contact Centre)

Job Description

Location: Fully Remote Working - Candidate can be based anywhere in the UK.Hours: Monday - Friday Office Hours We are seeking a Training Instructional Designer to join our UK team. The person in this role will be responsible for analysing the training needs for client-based programs. They will also work closely with clients to assess, develop, and implement trainingmaterials. Designs and develops new hire programs and continuous training by the project using ADDIE methodology. Evaluates and administers alternative training methods and develop standard training materials using various multi-media formats. Assess contentdevelopment effectiveness to enhance training content as needed. Partner with Operations and Clients to build knowledge checks when needed, assess results and recommend training needed as an outcome.Duties and Responsibilities:Training Analysis/Evaluation - Conduct front-end needs analysis to identify curriculum objectives and development needs. This includes working closely with the client to identify the scope, objectives, and approach of the project. Develop timelines and project plan for development, deliver project plan, and receive approval of timeline. Conduct analysis on operational performance to identify knowledge gaps. Develop training action plans for individuals and groups based on performanceneeds. Using Adult Learning Principles, select the most effective instructional methods for delivery including but not limited to eLearning, self-paced, or virtual delivery methods. Partner with internal and external customers to identify training needs by the program.Partner with internal and external clients to create and edit training materials. Using defined program metrics, measure the effectiveness of training. Modify content when gaps are identified Provide project status updates and any risks to the Training Supervisor in a timely manner. Partner with Training Supervisor to develop an action plan to address risks and meet timelines. Conduct post-project analysis to determine the quality of implementationand provide feedback recommending training modifications.Design, Development, and Implementation Design and develop learning objectives and outcomes. Design and develop facilitator and participant material for new hires and continuous training by project, using adult learning principles. Design practical application scenarios including practice exercises, role-plays, case studies, games, and simulations. Develop and maintain knowledge artifacts to be used in both training and production. Develop and conduct train-the-trainer (TTT) sessions. Develop evaluations of content that are linked to the performance objectives to aid in validating content effectiveness. Schedule and lead regular project meetings with internal and external clients to include communication of project status and development. Maintain source materials and final content in a shared location to be used for future development needs. Maintain a positive work environment that fosters team performance.Education: Undergraduate University Degree, preferably in Education or TrainingExperience: Mid-Level experience of professional training and development. Practiced experience of instructional or Curriculum Design preferred Call Centre experience Strong project management Ability to work with all levels of employee and management Consultancy/stakeholder management experience Creativity Ability to work in a fast-paced environment Ability to develop training material with short timelines Excellent writing and communication skills Excellent presentation skills Detail-oriented Positive attitude Ability to prioritise business requests and self-manage workload and timelines Advanced computer skills: Experience in the following would be an advantage; Advanced Microsoft Word, Excel, PowerPoint, Outlook, Access, Internet and Visio, Intermediate SPSS, Microsoft Project, Advanced Adobe PageMaker, and Photoshop Analytical, design, and development skills

Keyskills :
Design DevelopmentInstructional DesignTraining MaterialContent Development