Responsibilities:
The key responsibility of the Instructional Designer is to create & refine high-quality learning content for our staff and produce materials for our trainers to roll out for all English-speaking markets. These contents cover topics such as Customer Service, Retention, Product & System Training as well as Technical Training. You will be responsible for the creation of the above resources for all English Speaking Markets that fall under the HF Brand.
You will:
- Be a champion of using ID theory to ensure the creation of materials such as creating Slide Packs, Facilitator Guides & E-Learning materials are built with best practices in mind.
- You will have a heavy focus on the creation and maintenance of Onboarding Programs, Up-Skill & Cross-Training materials.
- Conduct train-the-trainer sessions for our training lead & team members and work closely with them to ensure feedback is implemented before the final rollout
- Design and Develop all training requirements across all English Speaking markets
- Conduct thorough evaluation using an ID evaluation method such as Kirkpatricks to evaluate training rollouts to identify areas of improvement within both agents and materials.
- Drive innovation within our remote and classroom-based training programs
- Cater to a diverse range of learners and will need to create differentiated materials based on the participant’s individual needs.
- Use ID models such as ADDIE to ensure the learning project runs smoothly and is in line with best practices.
- Work closely with Local Knowledge Management Coordinators & Training Lead to ensure all local rollouts are supported at a Global Level.
- Work closely with Senior Training & Quality Manager to ensure that all Global rollouts have adequate training available to all levels of staff including Agents & Team Leaders.
- Create/contribute to weekly reports for agent-level roles; these reports should include, at a minimum, all weekly product updates/training performance/
- Create/Contribute to project progress reports and provide key information to Senior Management including challenges or behaviors observed/assessed during training.
- Conduct proactive needs analysis to ensure that any learning gaps are filled with training resources – this may include flagging outdated Shelf materials or new requests to our Knowledge Management Coordinators.
- Create and maintain a catalog of available training should TLs or Operations request a particular training be assigned to their agents.
Skills and Attributes:
- Exposure to Adult Learning & Stakeholder Management
- Understanding of Adult Learning Principles
- Passion for best practices
- Familiarity with ID Methodologies such as ADDIE & Kirkpatrick
- High attention to detail
- High level of product and system knowledge (All Markets)
- Exceptional standard of Customer Experience, with a passion for making sure every customer experience is perfect!
- High level of computer and analytics skills – Google Sheets & Slides preferred
- Confident and articulate communication skills
- Can-do attitude, going the extra mile for the customer and our agents.
- Adapt quickly to any changes in the process.
- Ability to implement and integrate continuous improvements as outlined by the Manager
- Can meet deadlines consistently