Instructional Designer

TEKsystems•Peoria, IL

8d•$20 - $25•Onsite

About The Position

The main function of an Instructional Designer is to lead the development and implementation of services provided by the Customer Care organization in support of the clients’ strategic initiatives. This role involves providing insight to senior business leaders on overall Customer Care strategy development and implementation of client requirements, identifying client needs and suggesting appropriate products/services, and developing a growth strategy focused on Customer Care / Connect that advocates company’s key offerings and predicts clients’ objectives. The Instructional Designer will assist with developing and delivering training modules, courses and programs, ensuring relevance to customer service processes. They will also gather customer service performance data to measure training success, monitor ROIs, and review/maintain training materials for compliance.

Requirements

Customer Focus: Knowledge of the values and practices that align customer needs and satisfaction as primary considerations in all business decisions and ability to leverage that information in creating customized customer solutions.
Service Excellence: Knowledge of customer service concepts and techniques; ability to meet or exceed customer needs and expectations and provide excellent service in a direct or indirect manner.
Consulting: Knowledge of techniques, roles, and responsibilities in providing technical or business guidance to clients, both internal and external; ability to apply consulting knowledge appropriately.
Decision Making and Critical Thinking: Knowledge of the decision-making process and associated tools and techniques; ability to accurately analyze situations and reach productive decisions based on informed judgment.
Effective Communications: Understanding of effective communication concepts, tools and techniques; ability to effectively transmit, receive, and accurately interpret ideas, information, and needs through the application of appropriate communication behaviors.
Problem Solving: Knowledge of approaches, tools, techniques for recognizing, anticipating, and resolving organizational, operational or process problems; ability to apply knowledge of problem solving appropriately to diverse situations.
Relationship Management: Knowledge of relationship management techniques; ability to establish and maintain healthy working relationships with clients, vendors, and peers.
Training Operations: Knowledge of training processes and procedure
Verbal and written communication skills, attention to detail, customer service and interpersonal skills.
Ability to work independently and manage one’s time.
Knowledge of business and management principles involved in strategic planning, resource allocation, and production methods.
Ability to apply accounting and mathematical principles to work as needed.
Ability to analyze business trends and project future revenues and expenses.
Previous experience with computer applications, such as Microsoft Word and Excel.
Instructional design, E-learning, Training development, Curriculum development
Candidates must have examples of work/portfolios that highlight their ID experience to be submitted to the role.
Manager is not seeking a heavy educational background, but wants true IDs.

Responsibilities

Lead the development and implementation of services provided by the Customer Care organization in support of the clients’ strategic initiatives.
Provide insight to senior business leaders on overall Customer Care strategy development and implementation of client requirements.
Identify client needs and suggest appropriate products/services.
Develop a growth strategy focused on Customer Care / Connect that advocates company’s key offerings and predicts clients’ objectives.
Assist with developing and delivering training modules, courses and programs; ensuring that courses and materials are relevant to the organization's customer service processes.
Assist with gathering customer service performance data to measure success of the training programs; monitoring ROIs and taking appropriate measures to improve training effectiveness.
Review and maintain training materials to ensure compliance with organizational policies and procedures.