About This Role
Designing and developing comprehensive training programs for contact center agents and support staff is the core of this instructional design role. This position involves applying adult learning theories to create blended learning solutions and conducting needs assessments to address performance gaps. The ideal candidate will collaborate with subject matter experts and manage multiple projects to deliver high-quality training content.
Responsibilities
- Design and develop end-to-end training programs including new hire onboarding, product/technical upskilling, soft skills, and compliance training for contact center agents and support staff
- Apply adult learning theory and instructional design models (e.g., ADDIE, SAM) to create blended learning solutions - including eLearning modules, instructor-led training (ILT), virtual ILT, job aids, knowledge base articles, and microlearning content
- Conduct training needs assessments in partnership with operations, quality assurance, and HR to identify performance gaps and recommend targeted learning interventions
- Partner with technical SMEs, product teams, and contact center leadership to gather accurate content, validate technical accuracy, and ensure materials reflect current processes and tools
- Build interactive eLearning courses using authoring tools such as Articulate Storyline, Rise 360, Adobe Captivate, or similar platforms
- Upload, organize, and maintain training content within the Learning Management System (LMS); track learner completion and generate reports for stakeholders
- Use Kirkpatrick or similar evaluation frameworks to assess training effectiveness; analyze QA scores, CSAT data, and AHT metrics to identify opportunities to refine content
- Manage multiple projects simultaneously, maintaining timelines, communicating status updates, and delivering high-quality work on deadline
- Occasionally facilitate or co-facilitate training sessions (virtual or in-person) and provide train-the-trainer support to operations leads and coaches
- Maintain version-controlled training libraries, process documentation, and change logs to ensure content stays current as products, systems, and policies evolve
Requirements
- 3-5 years of instructional design experience, with at least 2 years supporting a contact center, technical support, or customer service environment
- Demonstrated proficiency with eLearning authoring tools (Articulate Storyline 360, Rise 360, or equivalent)
- Solid understanding of instructional design methodologies (ADDIE, SAM, backward design) and adult learning principles
- Experience conducting training needs analyses and translating findings into actionable learning solutions
- Familiarity with LMS platforms (e.g., Cornerstone, Workday Learning, TalentLMS, Docebo, or similar)
