Learning & Development Specialist – Contact Center Impact

Helpware Inc.; Cebu City; Hybrid; PHP 300,000 - 540,000; Full time

Job summary

Helpware Inc. in Cebu City, Philippines, is seeking an L&D Officer to translate customer needs into high-impact learning solutions.

You will design and develop instruction across instructor-led, web-based, virtual classroom, and blended formats to improve skills and performance in a contact center environment. Responsibilities include applying ADDIE, interviewing SMEs, defining goals, creating materials (video scripts, storyboards, eLearning, job aids), and leading content reviews.

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.

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.

Skills

MS Office

Visio

Captivate

Articulate

Education

Curriculum Design certification

Tools

Captivate

Articulate

Job description

Helpware Inc. in Cebu City, Philippines, is seeking an L&D Officer to translate customer needs into high-impact learning solutions.

You will design and develop instruction across instructor-led, web-based, virtual classroom, and blended formats to improve skills and performance in a contact center environment. Responsibilities include applying ADDIE, interviewing SMEs, defining goals, creating materials (video scripts, storyboards, eLearning, job aids), and leading content reviews.