Instructional Designer responsible for creating engaging training materials for defence sector. Collaborating with teams to enhance learning experiences using innovative technologies.
About the role
- Manager leading Learning & Development at 1-800 Contacts. Overseeing training programs and team development for call center operations in a hybrid environment.
Responsibilities
- Design, implement, and maintain training programs for new hire onboarding, product knowledge, sales performance, quality initiatives, compliance, and ongoing call center development.
- Conduct needs analyses to identify skill gaps and training priorities aligned to call center KPIs and business objectives.
- Develop engaging, modern learning content using adult learning and instructional design best practices.
- Measure training effectiveness through assessments, certifications, and performance insights, and provide recommendations to leadership.
- Lead the delivery of all call center training initiatives to ensure employee readiness and performance.
- Partner with Operations, HR, Recruiting, Marketing, IT and cross-functional teams to align training with current and future initiatives.
- Monitor operational metrics and proactively recommend training-based interventions to improve results.
- Own the call center communication strategy, ensuring clear, accurate, and timely messaging. Assess the effectiveness of communication strategies.
- Serve as the strategic owner and administrator of the LMS (Docebo) for operations, overseeing content governance, reporting, and user experience.
- Partner with teams to expand digital learning, ensure compliance tracking, and leverage new LMS capabilities.
- Lead, coach, and develop a team of trainers, fostering a culture of quality and continuous improvement.
Requirements
- Bachelor’s degree in a related field.
- 3–5 years of experience in call center training or learning and development.
- Strong instructional design, curriculum development, and communication skills.
- Proven leadership, coaching, and project-management abilities.
- Expert with learning technologies (LMS experience required; Docebo & NiCE CxOne Omnichannel).
- Excellent written, verbal, and presentation skills.
- ATD/ASTD certification preferred or willingness to pursue.
Benefits
- Free eye exams for your entire family
- Deep discounts on lenses, glasses, and other services
- Amazing healthcare coverage
- 401(k) match
- Flexible PTO
- Tuition reimbursement program
- In-house restaurant with highly discounted meals (Steak dinner under $6)
- Free snacks, ice cream, and drinks every day
- Full onsite gym
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Location requirements
Quality Systems Training Manager handling Quality Systems Training Program and Veeva Vault LMS at GRAIL. Supporting training compliance and continuous improvement initiatives for quality management systems.
L&D Consultant designing structured learning journeys and training materials at Infoya. Collaborating with technical teams to create engaging learning experiences in a hybrid work environment.
Employment Specialist at The Arc of Ocean County supporting individuals with disabilities in achieving employment goals. Mix of coaching, community outreach, and independent work in a hybrid setting.
Mining Technical Training Consultant at Caterpillar enhancing technical capabilities of dealers and customer - facing personnel in MineStar systems. Delivering training and consulting on mining technology operations.
Sales Learning & Development Specialist responsible for upskilling sales teams across France, Belgium, and Spain in a hybrid environment with Alan.
Learning & Development Specialist at Grodan building and driving the Grodan Academy worldwide. Designing learning paths and improving training solutions for crop advisors and technical roles.
Workday Learning Consultant leading project workstreams and implementing Workday solutions for global customers. Building relationships and providing guidance while supporting junior team members.
Sales Enablement & Training Manager at BD, driving development of sales capability programs and field coaching initiatives in a dynamic healthcare environment.
Wealth Management Learning Specialist designing and facilitating learning activities for partners to improve service standards and effectiveness. Collaborating with stakeholders and measuring performance outcomes in a hybrid role.