Learning and Development Officer

Helpware Inc; Cebu City; In loco; PHP 350.000 - 550.000; Tempo pieno

Descrizione del lavoro

Helpware Inc in Cebu City, Philippines, seeks an L&D Officer to translate needs into high-impact learning solutions for a contact center.

You will design, develop, implement, and evaluate instructional materials for instructor-led, web-based, virtual classroom and blended formats.

Qualifications include adult learning expertise, certification in curriculum design, and 2+ years in a contact-center setting, with proficiency in e-learning tools.

Competenze

• Adult Learning principles and learning-styles assessment experience.
• Curriculum design related certification.
• 2+ years in a contact center environment.
• Proficient in MS Office and e-learning tools (Captivate/Articulate).

Mansioni

• Adhere to ADDIE methodology and best practices in adult learning.
• Interview SMEs and target audiences to determine requirements.
• Define learning goals and select appropriate solutions and training plans.
• Develop instructional materials: design docs, scripts, storyboards, eLearning, job aids.
• Manage content reviews and ensure high-quality deliverables.
• Design and analyze surveys, tests, interviews, focus groups to evaluate solutions.
• Analyze existing training and identify improvement opportunities.
• Collaborate with global L&D team.
• Available for occasional travel.

Conoscenze

Adult Learning

Learning Styles

Curriculum Design

MS Office

e‑learning tools

Communication

Time Management

Presentation Skills

Formazione

Curriculum Design Certification

Strumenti

Captivate

Articulate

Visio

Descrizione del lavoro

Position Summary

Responsible for translating internal and external customer needs into high-impact learning solutions that will improve the skills, knowledge, and performance of employees and leaders in a contact center environment. The L&D Officer will utilize instructional design and performance improvement processes to analyze, design, develop, implement, and evaluate instructional materials and performance improvement programs that are aligned to business needs.

Owns all of assigned instructional materials to ensure that instructional quality is built into final project deliverables. Design and develop high-impact learning solutions for multiple delivery methods including instructor-led, web-based, virtual classroom, and blended instruction for a variety of targeted audiences.

Responsibilities

• Adhere to the standard ADDIE methodology, while leveraging best practices in adult learning theories, for instructional design
• Identify and interview subject matter experts and target audiences to determine client's business and performance requirements
• Determine the learning goals and identify appropriate learning solution(s) and/or comprehensive training plan for a given situation - and, vary the elements/approach of the instructional design to maintain the attention of the learner and to produce the most appropriate solution
• Develop concise, creative, effective, and high-quality instructional materials. Course deliverables include design documents, objectives, video scripts, storyboards, eLearning, WBTs, job aids, reinforcement materials, prototypes, instructor and participant materials.
• Manage content review process which includes validating learning objectives, incorporating changes as needed into materials and course effectiveness and ensuring final project deliverables are of the highest quality
• Design, conduct and analyze surveys, tests, interviews, focus groups,observation procedures, sampling techniques, and reports to evaluate learning solutions
• Complete analysis of all existing training on a specified topic and identify improvement opportunities to improve learning effectiveness and retention.
• Work in team environment and collaborate with other members of the learning and development organization located around the globe
• Available for occasional travel if necessary.

Qualifications

• Adult Learning and Assessment of Learning Styles. Curriculum Design related certification.
• At least 2 years related work experience in a contact center environment
• Working knowledge of MS Office applications (Excel, Word, PowerPoint, Outlook), Visio, Captivate, Articulate or any e-learning tool.
• Above Average problem-solving, decision making, analytical skills. Excellent written and verbal communication skills. Excellent project/time management skills, public presentation skills, and classroom management.