Customer Care Instructional Designer

Responsibilities

Customer Care Instructional Designer

Position Summary Description:

This position will be responsible for assisting the Call Center Training Department in the instructional design and delivery of technical and non-technical training courses. The main emphasis of the position will be on developing/documenting end user customer assistance training programs that include modules, workbooks. trainer notes, exercises, testing, and evaluations. Resources used will include Siebel (CRM) documentation, user acceptance test scripts, process maps, and other internal documents. Responsibilities include: Working with appropriate parties to identify learning objectives to be met; Developing course content and documentation consistent with operational goals, learning objectives, Marketing message, and OEM partner/In-Drive client requirements; Supporting the delivery of training to internal customers and out-sourced call centers on systems (Siebel/Oracle), company products, systems, and support processes.

  • KEY BUSINESS ANALYSIS: Analyze business requirement documentation, process models, and functional requirements documentation to identify the learning objectives that will meet the training needs of the various call centers and agent skills.
  • TRAINING AND CURRICULUM DOCUMENTATION: Produce clear and concise documentation that guides course development. Retrieve, organize, analyze, and synthesize complex subject matter and transform it into instructional objectives that drive heuristic, easy-to-understand curricula for specific audiences (Internal customers, Call Center Agents, Call Center Management, Supervisors).
  • TRAINING AND CURRICULUM DESIGN: Design, development, and delivery of training modules to support Customer Care functions including sales, technical, billing, and informational requests.
  • TESTING: Work with users to validate that training materials are integrated with system design and functionality.
  • SUPPORT: Support revisions/updates/reformatting of the training curricula, ensuring that all training materials are accurate and up-to-date.
  • Other duties as assigned or requested 

Qualifications

Basic Qualifications

  • B.S. or B.A or equivalent experience required
  • 4-6 years of experience in development and delivery of Call Center Agent Training; or equivalent combination of education and experience
  • Excellent open and proactive written and oral communication skills
  • Ability to work in team-oriented environment.
  • Ability to work in matrix managed environment
  • Knowledge of Microsoft applications to include Project, Excel, Word and VISIO
  • Proven analytical skills
  • Strong customer service orientation.
  • Knowledge of business process development and improvement
  • Willingness to Travel

Preferred Qualifications:

Previous experience with Siebel or CRM package

Physical Requirements:

While performing the essential functions of this job, the employee is frequently required to sit; hear or talk: use close vision; use hands to grasp, handle or feel objects; and type and manipulate controls. Employee is occasionally required to use distance vision, stand, kneel or crouch and lift up to 10 lbs.

Verizon Telematics, Inc. is an Affirmative Action, Equal Opportunity Employer, M/F/D/V  

Equal Employment Opportunity

We are an equal opportunity employer m/f/d/v.