instructional design SupervisorTTEC

The Instructional Design (ISD) Supervisor, under the direction of the Manager, leads and is responsible for the performance of a team of Instructional Designers. The ISD Supervisor will assist the Manager in departmental hiring and be responsible for team supervision, coaching, and mentoring all departmental ISD personnel in their daily roles, responsibilities, and professional development. Prepare and administer mid-year and annual performance appraisals. The position requires organizational developmental skills to lead a large team to develop, design, and evaluate complex and flexible curricula. Additional responsibilities include:
Driving improvement initiatives in customer satisfaction.
Timely response and resolution of customer escalations to Percepta Business Clients.
Analysis of metrics not meeting target or showing sustained improvement.
Development of action plans to address underachieving performance.
Responsibilities
Leadership, Communication, Strategic and Business Management
Lead the ISD team with providing direction, developing the team, and removing obstacles that may inhibit their success of all initiatives.
Support department management as required.
Responsible for staying current on new L&D philosophies and methodologies.
Identify process breakdowns by performing root cause analysis, and to implement solutions that deliver upon customer concern resolution requirements.
Work on special projects as assigned by management and delivers resolution on any Percepta or Client priority requests.
Facilitate team meetings and utilizes all available resources (Learning Management System Reports (ie. Percepta College), QA Evaluations, Call Handling Performance Reports, Attendance & Schedule Adherence Reports, Summary Reports, Agent Trace Reports, etc.) to drive performance and customer satisfaction.
Promotes and fosters a continuous improvement culture within the organization and communicates new process and policy changes quickly and efficiently in a fast-paced environment.
Single Point of Contact for Operations Management and Business Owners with regards to assigned Programs (Business Units) relating to Instructional Design.
Department Coordination
Assist the Manager with management of the Design functions at the site, including the implementation and ongoing administration of processes.
Responsible for Training reporting - the tracking of report date and the production of reports to meet stakeholder needs (Business Reviews, Monthly reports, new hire training dashboard, analysis of appeals, calibration of call handling, etc.).
Develop, recommend, and implement strategies to meet Operations training objectives.
Develop and implement "Train-the-Trainer" sessions.
Create, coordinate, and facilitate performance improvement initiatives such as workshops, focus groups, job aids, and recurrent training.
Identify training content needs in partnership with Regional Manager, Program Managers, and Business Owners.
Deliver coach-backs and mentor ISD's to improve performance.
Administer written and practical examinations to evaluate quality of material.
Promote and foster a continuous improvement culture within the organization.
Personnel Development and Staff Management
Develop and monitor performance standards and measurements of the ISD team.
Manage Instructional Designers to ensure efficiency of material development in line with Business Owner requirements, process flows, and appropriate deadlines.
Conduct audits on employee performance in the areas of productivity, evaluation skill and policy compliance.
Provides direct leadership to the team through business processes and practices designed to support employee retention, productivity, profitability, and customer satisfaction.
Partner with HR to administer corrective action when needed to ensure compliance with company, site and departmental policies and procedures.
Miscellaneous
Work on activities and/or projects as requested by regional Management.
Support interview/selection process.
Conduct/participate in focus groups and agent/company feedback sessions.
Education
Bachelor's degree or equivalent work experience required.
Experience
3-5 years supervisory experience in managing team members within a Training department.
Knowledge of and practical application of Adult Learning Theory and instructional design principles.
Minimum five years of training contact center experience preferred.
Training in process improvement or Six Sigma methodology preferred.
Possess a sound understanding of positive coaching techniques.
Practical application of social media activity, digital and e-learning methodologies, and knowledge management technologies and practices.
Ability to design solutions incorporating a variety of learning products.
Ability to work with virtual groups.
Familiar with call center basics and the technology involved.
Skills
Possess a high degree of professionalism.
Excellent communication, oral, and written skills.
Must be computer literate with word processing, spreadsheets, flowcharting applications, project management software and authoring software for web-based development.
Proficiency in MS Office applications.
Analytical skills to uncover root cause and develop improvement initiatives.
Ability to create a supportive and conducive adult learning environment.
Must be familiar with Learning Management Systems, systems hierarchy, basic functionality, roles and responsibilities of system basics.
Demonstrated decision making skills in high impact environments.
Strong project management skills.
Excellent time management skills.
Must be detail oriented.
Knowledge of call center business and/or experience, desired.
Experience using e-Learning software such as Captivate, preferred.
Knowledge of Adobe Photoshop, Flash, HTML principles, preferred.
Background in training/teaching and/or adult learning.
Must be able to effectively interact with all internal departments and levels of management. Must represent Percepta professionally with all clients and outside organizations.
Ability to prioritize activities in a fast-paced and dynamic environment.
Excellent team facilitation and coordination skills with the ability to foster a team spirit.
Ability to work effectively in a team oriented, high demand and fast paced environment.
Customer focused behavior.
Leadership, conflict and negotiation skills.
Exemplary standards of integrity, personal work ethic and continuous involvement in self education and development.
Other
Proven ability to manage multiple, concurrent programs.
Uses diplomacy and discretion in communication.
Ability to maintain confidentiality and ability to handle sensitive material.
Translates complications into practical solutions.
Mobility: willing to travel to sites as needed.
TTEC

Cainta, Rizal
Permanent
Full-time