Instructional Designer (Analyst)

Summary

Liveops is a customer service solutions company that combines technology with remote human expertise to support enterprise clients. The Instructional Designer (Analyst) creates, manages, and evaluates certification and learning programs for independent agents, applying instructional design principles, adult learning theory, and data analysis to improve training effectiveness and agent performance.

Responsibilities

• Work closely with internal team members, client partners, and SMEs to translate business objectives into synchronous and asynchronous learning solutions and to ensure materials are accurate and effective
• Plan, organize, and lead cross-functional meetings to analyze data, problem-solve, make data based decisions and improve agent performance
• Design and develop a range of engaging instructional content, using a variety of available technology and media (such as text, graphics, audio, video, interactions, etc). Ensure content is clear, concise, engaging, and aligned with learning objectives
• Apply instructional design principles and adult learning theory to develop innovative and effective learning materials and to enhance existing materials that align with the client’s business objective and goals
• Develop and manage learning programs that prepare agents for a variety of verticals (healthcare, retail, utilities, sales, etc.) and equip them to handle calls successfully from beginning to end call flow, system navigation, soft skills, transfers, etc
• Utilize project/program management skills to stay on track with deliverables, manage client review, prioritize, and delegate tasks
• Work with leaders and use strong organizational skills to adapt in a fast-paced environment and meet deadlines to deliver business objectives
• Develop engaging and interactive learning content (synchronous and asynchronous) to effectively train independent agents to handle contacts for Liveops’ clients
• Review and analyze agent performance data, surveys, training data, and program health metrics to identify trends, improve learning materials, and meet KPI’s
• Hosts train the trainers to pass off content to facilitators and enhance others’ ability to deliver learning content effectively. Develop and implement evaluation strategies to measure curriculum effectiveness and learner performance, and then analyze the data to improve learning materials
• Collaborate with the learning team regularly on a formal and informal basis. Offer your opinions and expertise to improve outcomes, provide feedback to others, and help the team grow
• Participate in internal, ongoing professional development opportunities and stay in the loop on industry trends, technologies, and research in instructional design
• Ability to sit or stand at a desk for extended periods of time while working on a computer
• Available for virtual meetings in a non-distracted environment
• Ability to work independently and meet deadlines
• Developing engaging and effective training content for agents
• Overseeing program design and delivery, ensuring timely completion and alignment with objectives
• Partnering with stakeholders to refine training and evaluating its effectiveness to enhance agent performance

Skills

• A Bachelor's Degree in Education, Instructional Design, Media or relevant program or certificate
• Minimum 3 years' experience designing training curricula and all corresponding program elements, including product, behavioral, and systems training, or 3 years of experience in a related field (such as education, design, etc.)
• Ability to write effectively for a variety of audiences, including learners, peers, and leadership. For example, draft effective communications, plan and organize meetings, etc
• Excellent organizational skills and detail orientation, time management, comfortable prioritizing and managing tasks, delegating tasks, and a keen eye for detail
• Experience using industry standard eLearning authoring tools (i.e., Articulate Rise and Storyline, Camtasia, etc.) to create eLearning
• Experience using Microsoft Office Suite to communicate and schedule meetings, analyze spreadsheet data, create job aids, and design presentations for live facilitation
• A strong portfolio of learning materials that highlights your ability to use a variety of development strategies and techniques
• Ability to design effective and interactive simulations of client systems (virtual desktops, CRM's, etc.) using eLearning software
• Strong desire and ability to gather, analyze and act on the results you find
• Ability to create and meet deadlines as well as prioritize in a fast-paced, dynamic setting
• Ability to effectively plan, lead, and participate in virtual meetings in a distraction-free environment
• Above all you should possess a passion for continuous learning, for making learning fun, learning from others, collaborating, and developing your skills in the Instructional Design field
• Must be down to Earth, well natured, willing to dive right in and scale up fast
• Ability to sit or stand at a desk for extended periods of time while working on a computer
• Available for virtual meetings in a non-distracted environment
• Ability to work independently and meet deadlines

Qualifications

Must Haves

• A Bachelor's Degree in Education, Instructional Design, Media or relevant program or certificate
• Minimum 3 years' experience designing training curricula and all corresponding program elements, including product, behavioral, and systems training, or 3 years of experience in a related field (such as education, design, etc.)
• Ability to write effectively for a variety of audiences, including learners, peers, and leadership. For example, draft effective communications, plan and organize meetings, etc
• Excellent organizational skills and detail orientation, time management, comfortable prioritizing and managing tasks, delegating tasks, and a keen eye for detail
• Experience using industry standard eLearning authoring tools (i.e., Articulate Rise and Storyline, Camtasia, etc.) to create eLearning
• Experience using Microsoft Office Suite to communicate and schedule meetings, analyze spreadsheet data, create job aids, and design presentations for live facilitation
• A strong portfolio of learning materials that highlights your ability to use a variety of development strategies and techniques
• Ability to design effective and interactive simulations of client systems (virtual desktops, CRM's, etc.) using eLearning software
• Strong desire and ability to gather, analyze and act on the results you find
• Ability to create and meet deadlines as well as prioritize in a fast-paced, dynamic setting
• Ability to effectively plan, lead, and participate in virtual meetings in a distraction-free environment
• Above all you should possess a passion for continuous learning, for making learning fun, learning from others, collaborating, and developing your skills in the Instructional Design field
• Must be down to Earth, well natured, willing to dive right in and scale up fast
• Ability to sit or stand at a desk for extended periods of time while working on a computer
• Available for virtual meetings in a non-distracted environment
• Ability to work independently and meet deadlines

Benefits

• Participate in internal, ongoing professional development opportunities