Senior IT Training Designer for Call Centers

Method, Inc.; Nashville (TN); On-site; USD 65,000 - 72,000; Full time

Job summary

Spry Methods is seeking a Training Specialist to design, deliver, and refine training programs for IT call center operations. The role partners with leadership and SMEs to develop onboarding, systems, and professional development training, including assessments, job aids, and e-learning content.

The ideal candidate will have 3+ years in training, strong communication, and experience with ADDIE and modern instructional design approaches, with the ability to work across instructor-led and online

Qualifications

• Bachelor's degree in a related field or equivalent experience.
• 3+ years designing, developing, and delivering technical training.
• Experience creating facilitator guides, job aids, e-learning content, and knowledge bases.
• Strong written and verbal communication; able to engage diverse audiences.

Responsibilities

• Design, develop, and deliver training for IT call center operations.
• Assess needs and partner with leadership to target learning solutions.
• Facilitate in-person, virtual, and hands-on sessions for staff and leads.
• Create and maintain training materials and assessments.
• Manage onboarding programs and ensure compliance before live ops.
• Maintain content for ServiceNow, AWS Connect, and other tools.
• Analyze metrics and feedback to improve training effectiveness.
• Keep training records, certifications, and schedules up to date.
• Support knowledge management and documentation efforts.

Skills

Training design

Instructional design

Facilitation

ADDIE

Project management

Communication

Collaboration

Education

Bachelor's degree in Education/ID/related field

Tools

Articulate Storyline 360

Adobe Captivate

Camtasia

LMS

Microsoft Teams

SharePoint

Job description

Spry Methods is seeking a Training Specialist to design, deliver, and refine training programs for IT call center operations. The role partners with leadership and SMEs to develop onboarding, systems, and professional development training, including assessments, job aids, and e-learning content.

The ideal candidate will have 3+ years in training, strong communication, and experience with ADDIE and modern instructional design approaches, with the ability to work across instructor-led and online