Senior Instructional Designer

Sr. Instructional Designer (Sr. Learning & Development Analyst)

Senior Instructional Designers on the Learning Team are responsible with the creation of high-quality and impactful certification (training) materials that provide independent agents with the knowledge and skills needed for servicing Liveops’ clients, as well as mentoring on the Instructional Design team and assisting Learning & Development (L&D) leaders with special projects.

The Purpose of Your Role

Senior Instructional Designers at Liveops utilize their talents and expertise to engage in all aspects of the ADDIE process. In this role, you’ll collaborate with and provide mentorship on an innovative, supportive, fun and people-focused team. You’ll be tasked with designing, developing, and managing impactful learning/certification programs that provide independent agents with the knowledge and skills needed to provide exceptional services for Liveops’ contact center clients. You will use your skills to manage specific learning program(s) where you are responsible for the design, development, and ontime delivery of effective learning experiences that elevate the performance of independent contractor agents and keep our clients happy.

The Qualifications We’re Looking For

• Master’s Degree in Instructional Design, Educational Psychology, or advanced certification in Instructional Design or Project Management. Or equivalent working experience in Instructional Design and/or program management.
• Minimum 5 years’ experience designing training curricula and all corresponding program elements, including product, behavioral, and systems training.
• 1-2 years of project and/or program management experience preferred.
• Ability to write effectively for a variety of audiences, including learners, peers, and leadership.
• Excellent organizational skills and detail orientation, time management, comfortable prioritizing and managing tasks, delegating tasks, and a keen eye for detail.
• Experience using industry standard eLearning authoring tools (i.e., Articulate Rise and Storyline, Camtasia, etc.) to create exceptional eLearning.
• Experience using Microsoft Office tools to enhance cross-functional collaboration and relationships, to analyze data, create innovative learning materials, and to improve agent performance.
• A strong portfolio of learning materials that highlight your ability to use a variety of development strategies and techniques and that have improved learning outcomes.
• Ability to design effective and interactive simulations of client systems (virtual desktops, CRM's, etc.) using eLearning software.
• Self-directed ability to build assessment tools, analyze data, and use data to improve outcomes and metrics.
• Ability to create and meet deadlines as well as prioritize in a fast-paced, dynamic setting.
• Ability to effectively plan, lead, and participate in virtual meetings in a distraction-free environment.
• Above all you should possess a passion for continuous learning, for making learning fun, learning from others, mentoring other Instructional Designers, collaborating and developing your and the team’s skills in the Instructional Design field.

The Value You Deliver

• Collaborate with team members, clients, and SMEs to create accurate and effective learning solutions aligned with business goals.
• Lead meetings to analyze data, resolve issues, and enhance agent performance.
• Design and develop engaging instructional content across various media, ensuring alignment with learning objectives.
• Apply instructional design principles to create and improve materials that meet client objectives.
• Manage learning programs across different industries, focusing on comprehensive agent training.
• Employ project management skills to meet deliverables, manage client feedback, and prioritize tasks.
• Adapt to a fast-paced environment, working with leaders to meet deadlines and achieve business goals.
• Create interactive learning content for agent training on client services.
• Analyze performance data to refine learning materials and achieve KPIs.
• Conduct train-the-trainer sessions to ensure effective content delivery.
• Implement evaluation strategies to assess and improve curriculum effectiveness.
• Engage with the learning team to share expertise and contribute to team growth.
• Stay updated on industry trends and participate in professional development.
• Mentor instructional designers in design and project management.
• Assist L&D management with special projects and support new client certifications.