Content Developer

Work Location: Bridgetown QC

Work Setup: 100% Onsite

Schedule: 9pm - 6am

As a Content Developer (Instructional design and knowledge author) this position is responsible for supporting the design development and implementation of new hire and on-going learning content as well as the creation of knowledge management content for the Contact Center within the Service Operations organization.

Job Requirements:

• College Level; Bachelors Degree preferred
• At least 5 years of experience developing training curriculum or knowledge content for a service center environment.
• Strong skills working with authoring tools such as: Articulate Storyline Camtasia Adobe Creative Cloud Vyond etc.
• Strong PC and MS Office skills.
• Instructional design or knowledge management certification preferred.
• Experience developing training curriculum for a customer service call center and/or Healthcare industry preferred
• Exposure to Knowledge management and technical writing preferred.
• Demonstrated success with business writing and presentation skills
• Understanding of customer contact center operations.
• Ability to incorporate the principles of adult learning into training curricula utilizing instructor-led virtual and eLearning platforms.
• Ability to bring innovative thought process to curriculum design and curation
• Ability to convey complex information and scenarios into meaningful effective training course material.
• Excellent communication skills (verbal written and presentation) at all levels of the organization.
• Experience working in a fast-paced Agile environment.
• Understanding of the Principles of Adult Learning
• Experience implementing training programs and building strong relationships and consensus.

Principal Responsibilities:

• Learning Content (Instructional) Design:
  • Design develop implement and evaluate course content for new hire contact center training curriculum
  • Design develop and implement course content for ongoing training programs for contact center roles.
  • Perform ongoing curriculum maintenance as needed to ensure training materials are current and documentation is available in a secure shared location.
  • Use instructional design methodologies to determine the best learning approach for addressing business needs and determine methods to measure success of the programs
  • Experience and ability to measure the success of training or knowledge content using proven Instructional Design methodologies.
  • Proven ability to create engaging innovative micro-learning courses in a fast-paced environment.
  • Develop scalable roleplay scenarios and integrate them into training curricula ensuring time efficiency and alignment with other learning materials
  • Develop written and verbal learner evaluations to measure and reinforce knowledge retention
  • Ideate design and create interactive learning experiences to enhance associate training across instructorled virtual and eLearning platforms
  • Mentor and coach others on Instructional Design methodologies.
  • Conduct peer reviews of training and knowledge deliverables
  • Transfer instructional design skills and knowledge through structured enablement and knowledgesharing sessions as required to meet business needs.
  • Explore pilot and prove and apply emerging learning technologies using enterprise AIenabled tools to innovate instructional design approaches and improve efficiency learner engagement and training impact.
• Project/Relationship Management:
  • Partner with global Operations Training Quality and Enablement teams to establish closedloop feedback mechanisms maintain regular needsassessment cadence and design timeefficient learning solutions that maximize impact within limited training durations.
  • Build partnerships with leadership to understand and determine opportunities for improvement in learning programs including soft skill and competency development as well as technical knowledge and proficiency.
  • Develop strong relationships with our business partners to implement and assist in curriculum development for Service Operations.
  • Using Agile methodologies identify changes in products systems and processes that impact training and update the curriculum as needed with these changes.
  • Lead large-scale projects and coordinate with internal and external stakeholders.
  • Lead in assessing business needs and determining scope of projects.
  • Communicate and work effectively with all levels of management.
  • Builds effective partnership with SMEs to enable content delivery collect feedback and implement lessons learned.
  • Embrace the Service Operations service strategy and keep curricula up to date with the changes in the business strategy and direction
• General Safety and Security
  • Protects the organizations assets by upholding the principles of the Quality Information Security Management System (QISMS).
  • Ensures confidentiality integrity and availability of information critical to fulfilling the organizations business functions.