lead instructional DesignerTeleTech

TTEC is helping organizations transform the customer experience.
The world has changed. Disruptive technologies, social media, demanding customers, and an interconnected global economy have altered the face of business forever. To compete, companies need to be smarter, faster, and more agile. They need the ability to deliver seamless, effortless experiences for their customers while providing strong returns to their shareholders. To navigate this complicated and uncharted new world, brands need a partner with experience. TTEC helps the best companies on the planet reinvent their businesses to drive competitive differentiation through customer engagement.
We hire only high performing, highly qualified, and passionate people to help us to build exceptional customer experiences.
What It Means to Be in Customer Strategy Services (CSS) at TTEC
The strategy services division at TTEC understands the need to operationalize transformation and strategy and that success for a client is tied to measurable results-not just a PPT slideshow. CSS is a full cycle, solution-providing, delivery-focused, get-down-and-dirty approach to solving our client's most pressing customer challenges. Our client companies come to us because they have unique business problems, and they are looking for a true partner solution.
The brands that lead in customer engagement all have a commitment to culture that goes far below the surface. Each of these organizations has a systematic approach to training, rewarding and continuously reinforcing their focus on the customer that permeates everything they do. The Leadership and Learning practice brings together its customer-centric methodology with innovative learning and organizational techniques to provide clients with the strategy, curriculum, training, coaching, social collaboration, knowledge management, and technology needed to build a company that consistently delights the customer-and the employee-while delivering value to the enterprise. We collaborate with our clients to bring people, process, and technology together to turn one-off tactics into an operational program embedded with long-term strategies and goals.
The Lead Instructional Designer supports the standardization of design within TTEC's Learning Solutions practice. Our Lead Instructional Designer will collaborate with the client project managers to assign necessary resources for the analysis, timeline, and ramp plan for a client. You will collaborate with clients regarding training and knowledge base resources and processes and will serve as liaison with Learning Solutions team, ensuring communication related to project milestones, soliciting contribution from matrix resources, and collaborating with other stakeholders/resources as needed to build effective learning solutions for our clients.
Maintaining High Standards
We are looking for a Lead Instructional Designer to embrace our integrated set of Learning Innovation capabilities and provide standardization of design for the delivery of transformative learning solutions to our clients.
What the Role Really Does...
Standardization - Assures alignment with TeleTech's and client processes, tools, and templates.
Design resourcing - Works with the client project manager to assign resources to design work including analysis, timeline, ramp plan, and the creation of the curriculum schedule. Additionally, design and implement strategy to optimize the knowledge base in support of meeting and exceeding operational and internal goals and metrics.
Works with director and project manager to prevent over commitment of resources.
Serve as internal knowledge base and instructional design liaison on initiatives, proactively identifying risks and identifying solutions to challenges related to the delivery of learning solutions. Collaborating with internal stakeholders to validate solutions align with business needs and expectations.
Implementation of innovative solutions - Team up with other stakeholders to launch knowledge base and curriculum development for new sites and/or medium to large client engagements from a Learning & Performance perspective.
Project quality - Validates knowledge base and curriculum for new launches and performance improvement initiatives. Instill continuous improvement toward knowledge base and related processes. Ensures high standard for the quality control process.
Reporting and metrics - Develop weekly reporting on all programs assigned and complete workflow trackers. Create, build, and distribute custom analytics and reports based on goals and metrics. Report on successes and lessons learned from knowledge base community.
Manage resources including onboarding, training, coaching, development, compliance, and resource allocation.
Design and create custom content using calls, knowledge bases, and additional materials using rapid development techniques to remain agile for the client and operation.
What We're Looking for...
An individual who will lead every day, lives life passionately, seeks first to understand, acts as one, and will do the right thing...while not being afraid to reach for the amazing! Of course, there are some other requirements, too:
Prefer 2 to 3 years' experience in operations and/or learning fields
BA/BS or equivalent experience
High customer service orientation
Strong attention to detail and desire to follow procedures
Knowledge of and practical application of Adult Learning Theory and Instructional Design principles
Practical application of social media activity and knowledge management technologies and practices
Ability to facilitate focus groups, usability sessions, and subject matter expert interviews as well as identify and document key themes emerging from these activities.
Ability to design solutions incorporating a variety of learning products
Ability to work with virtual groups
Outstanding communication and interpersonal skills
Good time management skills with ability to plan, prioritize, monitor, and respond to changes quickly
Strong problem solving, solution and strategic thinking
People management abilities
Project management experience
Ability to travel internationally up to 25% preferred
Knowledge of call center business and/or experience desired
Experience using e-Learning software such as Captivate or Articulate Storyline 2 preferred
Experience with social media tools; has experience interacting in online community tools such as forums, blogs, podcasts, RSS, wikis, and user-generated content preferred
Knowledge of Adobe Photoshop, HTML principles preferred
Background in training/teaching and/or adult learning preferred
: PH-National Capital-Mandaluyong, Metro Manila
: Consulting