Instructional Design Manager
Core
Designing and developing customer-service and sales training content and curriculum for new hires and refresher training for Servicing Agents and TeleSales Specialists.
Role type
Instructional Design Manager
Builds
Interactive training content, curriculum, and learning materials for customer service and sales teams.
Domain
Humanitarian services, customer service operations, and sales training.
Deliverable
production ML models | product features | dashboards & analysis | research | client delivery | infrastructure | physical/clinical work
Required skills
Instructional design methodologies, adult learning principles, curriculum development, needs assessment, training evaluation, process documentation translation, Salesforce knowledge management, Articulate proficiency, Microsoft Office Suite.
Preferred skills
Call-center operations knowledge, online learning creation, project management, problem-solving.
Technologies
Articulate, Salesforce.com, Microsoft Office Suite, Edge.
Responsibilities
Design new hire and refresher training content for Servicing Agents and TeleSales Specialists; Write learning objectives and apply instructional design methodologies; Create interactive virtual learning materials using current tools; Evaluate training effectiveness and conduct needs assessments; Digitize and maintain training content on platforms; Track process changes and update curricula; Train supervisors on new products and processes.
Seniority
Manager, hands-on IC