Instructional Designer

Instructional Designer analyzes the training needs for client-based programs. Works closely with clients to assess, develop, and implement training materials. Designs and develops new hire, cross-training, and other training materials using ADDIE and other curriculum development methodology. Evaluates and administers traditional and eLearning training solutions using various multi-media formats and authoring tools. Assess content development effectiveness to enhance training content as needed. Partner with Operations, Clients, and all other stakeholders to build knowledge checks, assessments, and training recommendations when needed. Design, Development, and Implementation (60%) Design and develop learning objectives and outcomes. Partner with internal and external clients to create and edit training materials. Using Adult Learning Principles select the most effective instructional methods for delivery, including but not limited to, eLearning, Self-Paced Training, Instructor-Led Training (ILT), or Virtual ILT delivery methods. Design and develop facilitator and participant material for new hire, continuous, and cross-training by project. Design practical application scenarios including practical application exercises, role-plays, case studies, games, and simulations. Develop and maintain knowledge artifacts to be used in both training and production. Develop and conduct Train-The-Trainer (TTT) sessions. Maintain source materials and final content in a shared location (SharePoint) to be used for future development needs. Project and Program Management (20%) Develop timelines and project plans for development, deliver project plans, and receive approval of timelines. Partner with all customers, (internal and external) to identify training needs by program. Schedule and lead regular project meetings with all clients (internal and external) to include communication of project status and development. Provide project status updates and any possible risks to Training Supervisor in a timely manner. Partner with Training Supervisor to develop action plan to address risks and meet timelines. Conduct post-project analysis to determine the quality of implementation and provide feedback recommending training modifications. Training Analysis/Evaluation (20%) Conduct Front End Analysis (FEA) to identify curriculum objectives and development needs. This includes working closely with the client to identify scope, objectives, and approach of project. Conduct analysis on operational performance to identify knowledge gaps. Develop training action plans for individuals and groups based on performance needs. Using defined program metrics, measure the effectiveness of training and modify content when gaps are identified. Develop evaluations of content that are linked to the performance objectives to aid in validating content effectiveness. Experience Minimum of 3 years of professional training and development experience 1-3 years of Instructional or Curriculum Design preferred Call Center experience is preferred. Skills Strong project management and organizational skills Ability to work with all levels of employee and management Creativity Ability to work in a fast-paced environment Ability to develop training material with short timelines Excellent writing, communication, and presentation skills Detail oriented Ability to prioritize business requests and self-manage workload and timelines Design skills: Online design tools (Articulate Storyline 360, Camtasia, Captivate), and Photoshop, etc. Analytical, design and development skills Maintain a positive work environment that fosters team performance. Background in using methodologies like Kirkpatrick or Gagne to design and measure training effectiveness Other Able to work a flexible schedule to include extended evening and weekend hours as needed Ability to work in a team environment as well as autonomously Able to travel on a limited basis What You Can Expect Competitive Salary with Incentives Flexible Spending Account (FSA) and Health Savings Account (HSA) 401(k) with company match Vacation/Sick Time and Paid Holidays Tuition Reimbursement Employee Assistance Program Employee Discount Program Training and Development Programs (Percepta College) A Bit More About Your Role Percepta provides the equipment for this role. About Percepta Established in 2000 as a joint venture with TTEC, Percepta has specialized in creating customer loyalty to its clients across the globe. Delivered in multiple channels, speaking multiple languages, we bring first-class service across each market we support. Our values are the heartbeat of our organization, and we live, breathe, and play by them daily. At Percepta, we: Lead with humility – We listen first, lead with empathy, and stay grounded—so people and ideas have room to grow. Service beyond self – We serve others—clients, customers, and teammates with care and integrity in every interaction. Leave it better – We take ownership and leave every process, person, and place better than we found it. Win together – We succeed as one—celebrating, supporting, and showing up for each other. Deliver remarkable – We go beyond expectations to create bold, meaningful moments that stand out. Percepta is proud to be an equal opportunity employer where all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran. Percepta embraces and is committed to building a diverse and inclusive workforce that respects and empowers the culture and perspectives within our global teams. We strive to reflect the communities we serve by not only delivering amazing service and technology, but also humanity. We make it a point to make sure all our employees feel valued and comfortable being their authentic selves at work. As a global company, we know diversity is our strength. It enables us to view projects and ideas from differentvantage points and allows every individual to bring value to the table in their unique way. #J-18808-Ljbffr