Position overview:
We are looking for an excellent learning professional with experience in instructional design, eLearning development, and facilitation skills to develop training content for a Customer Care organization with focus on product training, Salesforces Lightning, processes and people skills.
The Customer Care Training – Junior Instructional Designer / LMS administrator will be well-versed in creating materials for self-directed, virtual classroom, web-based, instructor -led and or blended learning solutions with Adult Learning Principles in mind. The role will include collaboration with stakeholders for assessment and implementation and may include opportunities for facilitation.
Strong organizational skills, flexibility, team player and a positive attitude are important qualities as well.
Reporting to the Manager Learning & Development of International Customer Care, this individual will play an integral part on the training team.
The successful candidate will demonstrate a high attention to detail and an analytical mindset.
JOB / DUTIES / RESPONSIBILITIES (Listed in order of importance)
- Support the development and management of training programs for employees in the Contact Center organization (external and internal). This includes on-boarding and continuous development covering all aspects of their training needs to facilitate the delivery of exceptional standards of quality, service and product training to our vendor employees.
- Consult with external and internal business partners and stakeholder groups to design and develop learning materials, using a variety of training modalities, including eLearning, Instructor-Led, Virtual Instructor-Led, e.g. Articulate.
- Apply interaction design and interactive learning principles to instructional solutions for adult learners.
- Designs and develops Facilitator Guides, Participant Guides, Quick Reference Guides, Job Aids, and Audio/Video scripts.
- Works collaboratively with subject matter experts and key stakeholders to develop learning objectives for all programs.
- Delivers high impact training virtually online and/or in person.
- Collaborates with internal and external teams for training evaluation, design and implementation.
- Upload and configure e-learning content into learning management system.
- Create and maintain Learning Plans for various Learning Management Systems.
- Ensure that agents are fully briefed on appropriate products, procedures and systems. This includes launches of new products and services, systems and technology, International Market Expansion, Process updates, etc.
- Collaborate with the US L&D team to align globally on Product Support related training.
- Assess and report on training effectiveness.
- Support the storage, cataloging, and retrieval of all training documents and ensure the material is revision controlled.
- Support the periodic review of training material for relevance, accuracy, and compliance to standards.
- Innovative approach to provide knowledge to all CC functions to ensure accurate responses and efficient call handling.
- Provide Train-the-Trainer sessions and deliver training if required.
- Support the Training & Quality team with any additional ad hoc requirements.
JOB QUALIFICATIONS
Requirements
Knowledge / Education
- Bachelor’s Degree in related field and/or equivalent combination of education and experience.
- Fluent English (C1-C2) language skills (written and verbal)
- Formal training in Instructional Design, job aid design, adult learning theory, delivery systems and evaluation techniques is a plus
Minimum Requirements:
- Demonstrated experience designing and developing adult learning programs
- Familiar with the use and administration of collaboration tools such as MS SharePoint, MS Teams, Knowledge Management and other central document storage products.
- Familiar with the use and administration of Learning Management Systems
- Experience coordinating tasks in a process or project across multiple departments.
- Experience in managing and delivering a wide range of training (technical and soft skills) to a large variety of different employee groups
- Working knowledge of Instructional Design Models and Adult Learning Theories e.g. ADDIE, Bloom’s Taxonomy etc.
Preferred Skills and Competencies:
- Excellent verbal, written and interpersonal communication skills
- Strong experience in project management, analysis, design, development, implementation, and evaluation of learning programs and initiatives.
- Excellent presentation and knowledge transfer skills
- Strong organizational skills, ideally leveraging technology and innovation
- Fluent in utilization of Articulate 360, and ability to learn other platforms as needed
- Proven experience working in or supporting a dynamic fast-moving service industry.
- Call center experience a plus
- Skilled with CRM and Knowledge Management systems a plus
- High attention to detail and the ability to analyze, understand and navigate through complex situations
Physical Requirements
- Willingness to travel as needed. The expectation is that this role will travel to outsourced business partners as needed and may include international travel.
#LI-JW1
Insulet Corporation (NASDAQ: PODD), headquartered in Massachusetts, is an innovative medical device company dedicated to simplifying life for people with diabetes and other conditions through its Omnipod product platform. The Omnipod Insulin Management System provides a unique alternative to traditional insulin delivery methods. With its simple, wearable design, the tubeless disposable Pod provides up to three days of non-stop insulin delivery, without the need to see or handle a needle. Insulet’s flagship innovation, the Omnipod 5 Automated Insulin Delivery System, integrates with a continuous glucose monitor to manage blood sugar with no multiple daily injections, zero fingersticks, and can be controlled by a compatible personal smartphone in the U.S. or by the Omnipod 5 Controller. Insulet also leverages the unique design of its Pod by tailoring its Omnipod technology platform for the delivery of non-insulin subcutaneous drugs across other therapeutic areas. For more information, please visit insulet.com and omnipod.com.
We are looking for highly motivated, performance-driven individuals to be a part of our expanding team. We do this by hiring amazing people guided by shared values who exceed customer expectations. Our continued success depends on it!
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