Instructional Design Support Specialist

Customer Care is tasked with growing the Trade side of the business by following promotional direction and generating Trade passenger sales through multiple sales channels; retail travel sellers (primary channel), group sales, and e-sales. The Customer Care division includes all business units that interact directly with the customer’s travel agent to sell GVI products, answer inquiries, and resolve problems. The departments under Customer Care are Sales and Service, Reservation Support, Groups, including Custom Touring, and Enablement.

THE ROLE OF OUR CONTACT CENTER INSTRUCTIONAL DESIGNER

Our Contact Center Instructional Designer main responsibility is the design, development, and implementation of customized, e-learning content for both new hire and ongoing education programs. The Contact Center Instructional Designer will focus on developing online training modules and sales and marketing materials, partnering with the training team and subject matter experts from the business units, updating existing online content, managing the development timeline, and assessing release content to keep the training output up to date. The ideal candidate for this role is an execution-oriented self-starter with a collaborative nature with the ability to adapt and excel in environments starting their digital transformation.

THE POSITION

The Instructional Design Support Specialist is responsible for the following, to help achieve results:

• Design content to optimize learning.
• Use authoring tools such as Camtasia, Articulate Storyline 360, and Adobe to create value-oriented, compelling eLearning content
• Work with business unit and team experts to identify audience’s needs
• Create and manage, engaging content across multiple mediums and learning styles
• Utilize technical and creative writing skills to engage course participants both in the content and required content surveys
• Create visual, audio and interactive learning tools.
• Define and document learning objectives.
• Incorporate best practices in adult learning into eLearning course and sales and marketing material
• As part of the e-learning content, develop exercises that enhance the learning process and decrease time to proficiency
• Develop and maintain SharePoint-based employee hubs for leaders, learners and other roles in the organization
• Create modes of assessment, including simulation-based tests or quizzes, to measure effectiveness
• Plan and execute on eLearning projects of course material to meet set timelines for completion
• Redesign content to ensure it matches the learner’s needs.
• Address feedback to input meaningful and value-oriented enhancements in a timely manner

EDUCATION

The preferred candidate will hold a Associates degree in a related field; two related experience; or equivalent combination of education and experience.

EXPERIENCE PREFERRED

The preferred candidate has noteworthy experience in the following areas:

• Working in a similar position within the Learning and Development field
• Training and platform skills encompassing assessment, design, development, and delivery methodologies
• Basic knowledge of the Globus family of brands products, services, and features
• Systems and business process skills
• Functional level knowledge of Microsoft 365, including SharePoint Development and Design
• L&D content creation tools and webinar applications
• Audio and video editing

OTHER RESPONSIBILITIES

• Technical and professional e-learning content sourcing and/or development
• Support of virtual learning
• Support of development and design of training documentation including learning guides, learning activities, and job aides to enhance the performance and development of employees
• Participate in learning needs analysis through industry methods
• Participate in meetings with Team Leaders, Managers and Directors to provide input regarding enhancements of process, policies and procedures, and tools.
• Use of various tools to create virtual and blended learning.
• Conducts task, audience, environment, and content analysis via surveys and other feedback mechanisms
• Supports the design of coaching models, e-learning storyboards, and content.
• With other L&D professionals, develops and tracks metrics that evaluate training effectiveness and ROI.
• Stays abreast of best-practice and emergent technologies in the instructional design and learning industry.

EOE

While performing this job, it will require: Eight (8) hours or more a day of sitting; walking; standing; bending; answering the telephone; entering data into the computer; retrieving data from the computer or analyzing data from reports.