Posted on: September 9, 2020
What does a great Instructional Designer do?
We deliver the knowledge, skills and efficiency of the
organizations associates by crafting and delivering engaging
classroom and virtual instruction, facilitation and administration
in new hire and skill improvement learning sessions for contact
center associates. We are responsible for all the activities that
occur in the full instructional cycle, including crafting,
developing and delivering knowledge resources and instruction!
We collaborate with peers in the Support and Operations groups. The
work focus is typically at one site with occasional/infrequent
travel to other sites to consult and collaborate with investors,
project sponsors and subject matter specialists in the knowledge
development process and/or to deliver the instruction itself!
As an Instructional Designer you can look forward to:
Crafting and developing knowledge resources and collateral, proof
read/edit documentation, test processes, initiate research, capture
screens/recordings, develop work instructions and/or knowledge
articles, etc. for at least one line of business (related to
products, systems and customer service skills for telephone
associates). Practicing the ADDIE model of beginning-to-end
learning solution development; use proper methodology to create and
instruct to accurate learning objectives in order to build relevant
educational content and associated assessments.
Incorporating proven adult learning principles (learning
needs/styles, etc.) in all development and delivery activities in
the instructional process (including activities and skill
practices). Delivering the knowledge resources that was developed
to Facilitators. Acting as a learning and development consultant to
the business, keeping up to date with instructional design
processes and procedures and maintain awareness of needed changes
to knowledge resources; make needed adjustments and changes on the
spot. Assisting with continuous improvement of the Learning &
Knowledge Solutions organization by recommending method
improvements, curriculum enhancements and/or new procedures.
Building mutually beneficial relationships with internal partners
and investors, including Supervisors, Managers and Team Leaders ;
project sponsors, managers and key points of contact within the LOB
and/or support functions; fellow Instructional Designers,
Facilitators and Learning Enhancement Leads. Maintaining a growing
knowledge of the business, products and learning programs. Be
inventive to develop facilitation and design knowledge and skills
in parallel - via books, articles, courses, practice and/or
industrial organizations. Remaining flexible and calm under
pressure; be open to varying conditions, offering creative
solutions and a positive can-do demeanor.
Basic Qualifications for Consideration:
2 plus years
- Experience or Certification and application in the ADDIE or
similar Design methodology for example Agile, SAM, or similar
- Consulting, strong organizational and prioritization skills,
and basic project management
1plus years or school related
- Designing and developing training tools and collateral for
various knowledge programs in a contact center or customer service
- Design tools, such as Adobe Creative Cloud and Articulate
- Demonstrated experience with gaining knowledge on new software,
processes, lines of business or other content. The ability to adapt
to dynamic environments and take initiative in learning.
Preferred Skills, Experience, and Education:
- Bachelors degree
- Experience with the latest learning and development trends,
models, methods and techniques; practical knowledge of adult
learning principles and instructional design concepts, including
ADDIE, AGILE or rapid methodologies like SAM.
- Demonstrated skill in collaborating with participants,
partners, internal customers and teammates to assess learning needs
and design/deliver appropriate solution(s).
- Travel required: 5-10%
Keywords: Fiserv, Hickory , Instructional Designer, Other , Hickory, North Carolina
Didn't find what you're looking for? Search again!