Senior Instructional Designer
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Job Description
Senior Instructional Designer creating certification and training programs for Liveops’ outsourced customer service platform. Designing eLearning, analyzing performance data, managing programs, and mentoring instructional designers.
Responsibilities:
- Create high-quality certification and training materials for independent agents serving Liveops’ contact center clients
- Engage in all aspects of the ADDIE process
- Design, develop, and manage learning and certification programs
- Manage specific learning programs and deliver effective learning experiences on time
- Collaborate with team members, clients, and subject matter experts to create accurate learning solutions aligned with business goals
- Lead meetings to analyze data, resolve issues, and enhance agent performance
- Design and develop instructional content across various media aligned with learning objectives
- Manage learning programs across different industries and comprehensive agent training
- Apply project management skills to meet deliverables, manage client feedback, and prioritize tasks
- Create interactive learning content for agent training on client services
- Analyze performance data to refine learning materials and achieve KPIs
- Conduct train-the-trainer sessions
- Implement evaluation strategies to assess and improve curriculum effectiveness
- Mentor instructional designers in design and project management
- Assist L&D management with special projects and support new client certifications
- Stay updated on industry trends and participate in professional development
Requirements:
- Master’s Degree in Instructional Design, Educational Psychology, or advanced certification in Instructional Design or Project Management, or equivalent working experience in Instructional Design and/or program management
- Minimum 5 years’ experience designing training curricula and corresponding program elements, including product, behavioral, and systems training
- 1–2 years of project and/or program management experience preferred
- Ability to write effectively for learners, peers, and leadership
- Excellent organizational skills, detail orientation, and time management
- Experience with eLearning authoring tools, including Articulate Rise, Storyline, and Camtasia
- Experience using Microsoft Office tools
- Strong portfolio of learning materials demonstrating varied development strategies and improved learning outcomes
- Ability to design interactive simulations of client systems using eLearning software
- Ability to build assessment tools, analyze data, and improve outcomes and metrics
- Ability to create and meet deadlines and prioritize in a fast-paced setting
- Ability to plan, lead, and participate in virtual meetings in a distraction-free environment
- Passion for continuous learning, mentoring, collaboration, and developing Instructional Design skills
Benefits:
- Remote work
- Professional development
- Mentoring opportunities
- Collaboration with a supportive, people-focused team
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