Job Description ePerformax is seeking someone who can design, develop and implement eLearning solutions to support the success of our frontline customer consultants in the Philippines. Some experience using authoring software and LMS in a corporate environment is preferred. The Instructional Designer is a member of our Customer Experience Training Development team responsible for training and certifying frontline customer service representatives who handle phone and written contacts from U.S. customers of the nationally recognized clients we represent.
Partner with other instructional designers and programs to identify, analyze and prioritize communication and customer experience gaps that impact the teammate's ability to create positive customer experiences and to reach performance metrics.
Use instructional design knowledge (adult learning theories) to create and propose customer experience and communication-based solutions to close performance gaps and meet business objectives.
Collaborate with internal team and eLearning Developers to design lesson structures, outlines, storyboards and mockups for digital and blended performance solutions.
Develop and implement learning content, including interactive e-learning, online exercises, assessments, and engaging e-learning courses.
Develop job-related training courses, job aids, playbooks and other performance solutions using instructional design strategies that meet learning objectives and performance metrics.
Design and create visual elements and multimedia assets such as videos and audio for online courses, workshops, webinars and presentations.
Collaborate with LMS administrators and data engineers to define date capture/reporting parameters, and to publish online courses and other digital solutions onto company servers and LMS.
Implement and pilot learning solutions with different groups of learners to validate content, timing and knowledge transfer.
Conduct train-the-trainer sessions to ensure proper implementation of facilitator-led or blended training, and provide feedback to trainers to improve delivery and implementation.
Evaluate training success through classroom observation and Kirkpatrick's Four Levels to quantify if training impacts performance, identify which behaviors impact performance, and assess frontline consultants understanding and commitment to apply behaviors.
Instructional Design degree (bachelor's, master's or certificate degree in Instructional Design and Technology, Educational Technology or related field)
2+ year experience designing and developing digital and blended learning solutions, preferably in a corporate environment.
Experience with authoring tools such as Articulate 360 or Adobe Captivate required. Experience using DomiKnow, a plus but not required.
Ability to storyboard and write effective copy, instructional text, audio/video scripts.
Experience handling customer service contacts or creating customer experience/soft skill training, a plus
Working knowledge of Learning Management Systems (LMS). SCORM/AICC/xAPI experience a plus.
Experience with audio/video editing and visual design skills a plus.
Experience interpreting and/or utilizing data in project/product development a plus.
Excellent written and interpersonal, communication skills.
Strong organizational skills and project management skills, with a high attention to detail.
Must be able to work a flexible schedule to work with team members in U.S. and Philippines.
Proficiency using Microsoft Office (Word, PowerPoint, Excel)
Job Type: Full-time
Pay: Php60,
- 00 - Php80,000.00 per month
Schedule:
* Shift system
