Instructional Designer (Call Center)

Weight Watchers International   •  

Kansas City, MO

Industry: Healthcare

  •  

5 - 7 years

Posted 41 days ago

General Summary:

This position will serve as an instructional designer and content manager on the Learning and Development team, primarily focusing on the WW Contact Center population and reporting to the global instructional design lead. This position sits in our NYC or KC office.

Key Responsibilities:

  • Design impactful and engaging learning solutions using eLearning, classroom and webinar formats.
  • Provide consultative partnership to the contact center team through collaboration with managers and business owners in order to identify skill gaps and recommend learning solutions.
  • Demonstrate high level of expertise in content design on a variety of subjects, using adult learning principals and standards.
  • Take ownership of training plans and follow up strategies with the contact center team.
  • Develop and deliver Train the Trainer sessions for internal and vendor trainers as needed.
  • Support strategic objectives and provide input and content expertise on Learning & Development initiatives as required.
  • Support launch and on-going training related to global systems implementation.
  • Manage content of our knowledge management system for accuracy and relevance.
  • Be flexible and available to travel to the contact center and team meetings when needed.

Experience Required:

  • College Degree, ideally in an adult learning field
  • Minimum 5-7 years' experience in the learning and development field, preferably in a call center environment.
  • Ability to clearly design and develop training that result in high performance learning based knowledge checks and learning activities
  • Aptitude and capability to measure training effectiveness and employee performance
  • Apply Adult Learning theory and instructional design for different delivery methods (instructor-led, virtual classroom, eLearning, other)
  • Must be comfortable developing, delivering, and assessing (trainees) using remote-based delivery
  • Ability to apply partnering strategies to interactions with contact center
  • Ability to work independently in a changing environment
  • Positive pro-active problem solving approach using member insights and company strategies
  • Can easily adjust to changes in programs, content, and schedules
  • Strong written and oral communication skills
  • Internal customer service focus – strong interpersonal, relationship building, consultation and influencing skills
  • Ability to observe employee performance, plus analyze and use data to seek continuous improvement in the business, after determining trend vs. one-off situations
  • Ability to work out of our NYC or Kansas City office and travel as needed