ePerformax is seeking an Instructional Designer with extensive experience creating learning and performance solutions to support ePerformax’s frontline employees in several large contact centers in the Philippines. We’re looking for someone with a deep understanding of the communication, service, and sales skills a frontline agent needs to be successful and create positive customer experiences. This position will work remotely and is a member of our Global Customer Experience Training Development.

Responsibilities

• Conduct needs assessment to identify, analyze and prioritize behavior gaps that impact a teammate’s ability to create positive customer experiences and to reach performance metrics.
• Use instructional design knowledge (adult learning theories) to create and propose eLearning and blended solutions to close performance gaps and meet business objectives.
• Collaborate with internal team and eLearning Developers to design storyboards, lesson structures, outlines, and mockups for digital and blended performance solutions.
• Create content for facilitator-led and online lessons, assessments, job aids, playbooks and other performance solutions using instructional design strategies that meet learning objectives and performance metrics.
• Evaluate training effectiveness using Kirkpatrick’s Four Levels to validate content and quantify learning gain, behavioral change, and business impact

Who We Want

You must have excellent verbal communication skills and a background developing digital or blended learning solutions, preferably focused on frontline employees who are non-native English speakers in an offshore contact center, including, but not limited to: helping Philippine English speakers understand the American customer mindset and learn strategies to communicate more effectively with American consumers given cultural and language differences. We are seeking someone who meets the qualifications below and is comfortable working remotely in a fast-paced, collaborative environment with a development team that includes executives, IT personnel and other instructional developers.

Qualifications

• Bachelor’s or Master’s degree in Instructional Design or related adult learning field.
• 2-3+ years direct experience designing digital and blended performance solutions, preferably for an offshore contact center
• Experience conducting needs analysis and creating service, communication or sales training for frontline employees, preferably who are non-native English speakers
• Experience with authoring tools such as Articulate 360 or Adobe Captivate preferred. Experience using DomiKnow a plus.
• Knowledge of a Learning Management Systems (LMS) preferred.
• Excellent written and interpersonal communication skills.
• Strong organizational skills and project management skills, with a high attention to detail.
• Proficiency using Microsoft Office (Word, PowerPoint, Excel)
• Ability to travel to Philippines occasionally

What We Offer

Besides providing an exciting opportunity where you can grow your career and make a difference, we also offer:

• 401K
• Medical, Dental, Vision allowance
• Paid vacation and sick leave benefits
• Short and long-term disability
• Competitive salary based on experience

About Us

ePerformax is a dynamic and growing customer service provider to U.S. Fortune 500 companies. We are unique in that:

• Our marketing, sales and training development groups reside in the U.S. with the majority of the positions located in Thompsons Station, Tennessee area.
• Our Customer Care Service Centers are located in the Philippines. We have three main locations, one in Manila, one in Cebu, one in Roxas City and several provincial sites for recruiting.
• We are known for our quality training and, as a result, deliver superior performance for our clients in comparison to our competitors.
• We employ Six Sigma-based best practices for processes and use a proprietary people management process to maximize performance of our employees.
• We are the largest privately held outsourcer for customer care services in the Philippines and have been operating there for 20+ years.