As the Contact Center Instructional Designer & Trainer your role is to
design and conduct learning events that will enhance the contact center
performance and boost the overall customer and associate experience, while
meeting Stream's business objectives and core values.
The Contact Center Instructional Designer & Trainer promotes the highest
standards of ethical and professional conduct and delivers an exceptional
experience for our team members, vendors, customers and associates through
daily delivery of a positive and energetic attitude and work ethic.
This is a shift position, to enable 24/7/365 Emergency Customer Support.
The responsibilities for the Contact Center Instructional Designer & Trainer
include:
* Develop and facilitate engaging training sessions for supplier to support system enhancements, Stream's products, services and events, and customer interaction skills
* Identify knowledge gaps and training opportunities and determine appropriate training delivery methodologies.
* Manage all functions during delivery of training programs, including classroom participation, attendance, and expectations of new hire training, continued education, and workshops
* Measure, evaluate, and report effectiveness of training efforts through continuous communication with management, group feedback, one-on-one coaching, course evaluations and assessments, on-boarding audits, and compliance tracking.
* Interact with peers, departments, vendors, and management to resolve associate support/customer service issues, inquiries, or complaints
* Provide training metrics to identify benefits and ROI results for each training incentive
* Become an SME on all customer service/associate support applications and maintain current product knowledge for each service line by taking calls, participating in QA monitoring and calibrations, team meetings, and side by side observations
* Potentially organize content in Learning Management System (LMS), Knowledge Management System (KMS) and training curriculum to be relevant, engaging, properly branded, and functional
* Perform testing, training and ongoing support to users during system changes and upgrades, producing written communications prior, during, and after such changes occur
* Perform other related duties necessary for the effective operation of the department as required and as assigned by management
Required Knowledge, Skills, Experience and Competencies
Knowledge and Experience:
* Excellent public speaking and presentation skills.
* Excellent analytical, organizational and decision making skills.
* Excellent verbal and written communication skills; creative writing skills a plus.
* Excellent time management skills; must be able to effectively deal with ambiguity in a very fast-paced environment and handle multiple tasks.
* Superior attention to detail.
* Ability to work well in cross-functional team environments.
* Ability to take initiative as appropriate without manager supervision.
* Ability to analyze data and recommend course design methodology and structure.
* Ability to perform effective peer level review of curriculum and course delivery.
* Ability to work with outside project vendors.
* Ability to project professionalism over the phone and in person.
Education:
* Bachelor's degree in instructional design, adult education, or equivalent, relevant experience.
* Minimum of 3 years of experience as an Instructional Designer.
* Minimum of 3 years of experience working with multimedia authoring tools (Articulate suite, Quizmaker, Storyline, Lectora, Vyond preferred) in the creation of e-learning modules
Skills:
* Working with multimedia authoring tools (Articulate suite, Quizmaker, Storyline, Lectora, Vyond preferred) in the creation of e-learning modules
Competencies:
* Regional Understanding/Mindset
* Mange across geographies and functions
* Drive For Results
* Problem Solver
* Timely Decision Making
* Functional Expertise
* Dealing with Ambiguity
* Strategic Agility
Our vision is a world with Zero Crashes, Zero Emissions and Zero Congestion
and we embrace the responsibility to lead the change that will make our world
better, safer and more equitable for all.
We aspire to be the most inclusive company in the world. We believe we all
must make a choice every day - individually and collectively - to drive
meaningful change through our words, our deeds and our culture. Our Work
Appropriately philosophy supports our foundation of inclusion and provides
employees the flexibility to work where they can have the greatest impact on
achieving our goals, dependent on role needs. Every day, we want every
employee, no matter their background, ethnicity, preferences, or location, to
feel they belong to one General Motors team.
General Motors is committed to being a workplace that is not only free of
discrimination, but one that genuinely fosters inclusion and belonging. We
strongly believe that workforce diversity creates an environment in which our
employees can thrive and develop better products for our customers. We
understand and embrace the variety through which people gain experiences
whether through professional, personal, educational, or volunteer
opportunities.
We encourage interested candidates to review the key responsibilities and
qualifications and apply for any positions that match your skills and
capabilities.