BrainCX is the next generation of Multilingual Contact Center Outsourcing and Digital Solutions. We provide reliable global resources, premium customer experience, and affordable digital transformation strategies. Our solutions are designed specifically with businesses' needs in mind and tailored towards enabling customers through their communication channel(s) of choice!

The Instructional Designer will be responsible for creating and implementing effective training programs for contact center agents. The ideal candidate will be passionate about education and have a thorough understanding of how people learn. This individual will collaborate with subject matter experts and management to develop engaging and informative training content for a variety of delivery methods, including online, on-the-job, and instructor-led training.

The Position

Roles and Responsibilities: 

• Manage the content review process, which involves assessing learning objectives, implementing adjustments as necessary into the materials and the effectiveness of the course, and ensuring that the final project deliverables are of the highest caliber.
• Work with cross-functional teams to identify training needs and create instructional materials.
• Make interactive and engaging e-learning courses, instructor-led training programs, and job aids.
• Ensure that instructional materials meet high-quality standards, are accurate, and follow best instructional design practices.
• Collaborate with subject matter experts and management to ensure that training materials reflect procedures and policies accurately.
• Implement training programs, including training session scheduling and facilitation.
• Keep up with industry trends and best practices in instructional design.
  

Skills and Requirements:

• A bachelor's degree in teaching, instructional design, or a similar field.
• Must have at least 1-2 years of training & learning experience doing curriculum planning, learning strategy, and learning program management.
• Experience in instructional design and development of at least one year, with an emphasis on contact center training.
• Ability to work independently and with strong project management skills
• Excellent communication skills, both written and verbal.
• Knowledge of educational design applications like Articulate Storyline or Adobe Captivate and the like.
• Knowledge of instructional design theories and models
• Ability to work in a collaborative global environment and build positive relationships while demonstrating strong interpersonal and teamwork skills
• Must be open to feedback and coaching from peers, immediate managers, and other organizational leaders.
• Must be willing to provide feedback to peers and stakeholders as well as negotiate TATs.