Contact Center Executive managing leads generated from digital campaigns for Drevdom, specializing in commercial process optimization. Focused on qualifying opportunities through intensive phone engagement.
About the role
- Instructional Designer II focusing on curriculum development for USAA's Claims Contact Center. Collaborating with Learning Performance Consultants to enhance employee performance through effective training.
Responsibilities
- Designs and develops interactive facilitator-led and online content that meets the learning needs of the business
- Organizes course content to produce curriculum that meets learning needs of the business
- Develops and manages timelines and milestones
- Ensures consistency, quality, and appropriate use of course content guidelines
- Participates in the creation of learning objectives, design documents and learning experiences to meet business requirements
- Supports the development of tools and processes that measure effectiveness of curriculum solutions and learner performance to ensure solutions meet employee skill development requirements
- Continues to develop an understanding of the business, its products, and processes to design and develop learning curriculum to improve performance of USAA employees
- Collaborates with Learning Performance Consultants (LPC) to gather information and provide design recommendations
- Resolves issues and identifies appropriate issues for escalation
- Partners with contract designer to ensure deliverables are aligned with business requests
- Ensures risks associated with business activities are effectively identified, measured, monitored, and controlled in accordance with risk and compliance policies and procedures
Requirements
- Bachelor’s degree OR 4 years of related experience may be substituted in lieu of degree
- 2 years progressive work experience in instructional design to include training industry experience and working knowledge of instructional design tools and methodologies
- Demonstrated organizational skills, project management skills, multi-tasking, and project flexibility
- Strong communication skills with ability to plan, prioritize, monitor, and respond to changes quickly
- Experience with instructional authoring tools such as Articulate Storyline 360 and/or Adobe Suite
Benefits
- comprehensive medical, dental and vision plans
- 401(k)
- pension
- life insurance
- parental benefits
- adoption assistance
- paid time off program with paid holidays plus 16 paid volunteer hours
- various wellness programs
- career path planning and continuing education
Job title
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