Instructional Designer

What You’ll Do

• Partner with both platforms team and line of business enablement to develop documentation and training for agent systems and tools to ensure thorough understanding
• Execute content strategy to support new and ongoing platform deployments and develop additional training where necessary
• Owner of process and platforms documentation ensuring that content is up to date, accurate, aligned with brand messaging and accessible through the most appropriate channel
• Use data to evaluate content effectiveness, measure understanding and identify opportunities
• Deliver virtual and in-person (when necessary) training to agent population

Qualifications:

• 4-6 years of content creation/writing experience preferably for agent populations
• Through understanding of contact center organizations and agent tools
• Experience building and delivering training to agent populations
• Ability to work collaboratively as well as independently to complete tasks and projects
• Ability to prioritize multiple projects and communicate timelines, challenges, and opportunities
• Ability to build strong relationships with SMEs, cross functional partners, and stakeholders
• You’re a storyteller with excellent written and verbal communication skills
• Strong ability to connect the dots across multiple lines of business and agent populations, understanding how projects fit into the bigger picture
• Strong critical thinking and creative problem solving skills
• Comfortable challenging norms and questioning existing processes
• Service Mindset- the customer experience is at the center of everything we do

What Values You’ll Share

• Customer Obsessed - Building deep empathy for our customers, putting them at the core of our work, and developing strong, long-term relationships with them.
• Aim High - Always challenging ourselves and others to raise the bar.
• No Ego - Maintaining a “no job too small” attitude, and an open, inclusive and humble style.
• One Team - Taking a highly collaborative approach to achieving success.
• Lift As We Climb - Investing in developing others and helping others around us succeed.
• Lean & Nimble - Working with agility and efficiency to experiment in an often ambiguous environment.