Company Overview
Join us on our mission to elevate customer experiences for people around the world. As a member of the Everise family, you will be part of a global experience company that believes in being people-first, celebrating diversity and incubating innovation. Our dedication to our purpose and people is being recognized by our employees and the industry. Our 4.6/5 rating on Glassdoor and our shiny, growing wall of Best Place to Work awards is a testament to our investment in our culture. Through the power of diversity, we celebrate all cultures for their uniqueness and strengths. With 13 centers around the world and a robust work at home program, we believe great things happen when we work with people who think differently from us. Find a job you’ll love today!
Position Purpose:
The Specialist - Instructional Designer is responsible for the creation of all client customized training documentation for both the Service Performance Optimization deliverables as well as internal training development as needed. The content developer may assist in creating, selecting, delivering, and maintaining the training university online content and training courses.
Job Requirements:
• Review, submit for the approval and revise written material to meet personal standards and satisfy the needs of the client, publisher, curriculum designer, or project manager
• A review of published materials and recommend revisions or changes in scope, format, content, and methods of reproduction and binding. Edit, standardize, or make changes to material prepared by other writers or establishment personnel
• Make decisions and solving problems by identifying client/learner needs, analyzing information, and evaluating results to choose the best solution or training interventions
• Effectively communicate with management, peers, and clients by providing information in written form, e-mail, or in-person
• Collaborate with other writers or team members on specific projects
• Efficiently gather information by observing, receiving, and otherwise obtaining information from all relevant sources
• Conduct research to obtain factual information and authentic detail
• Interview personnel (SME – Subject Matter Expert) and review prior documentation and other material to become familiar with product technologies and production methods
• Attend planning meetings both in person and by phone or email and professionally communicate with persons outside the organization and represent the organization to customers, the public, and other external sources
• Provide guidance and expert advice to management or other groups
• Confer with the client, curriculum developer, or curriculum designer to discuss development changes or revisions
• Organize, plan, and prioritizing work by developing specific goals and plans
• Organize materials for the project, plans arrangement or outline, and writes a synopsis
• Organize material and complete writing assignment according to set standards regarding order, clarity, conciseness, style, and terminology
• Maintain records and files of work and revisions
• Produce Materials and arrange for typing, duplication, and distribution of material when needed
• Assist in laying out material for publication
• Analyze developments in a specific field to determine the need for revisions in previously published materials and development of new material
• Any other duties and responsibilities assigned by the management of the company
Qualifications:
• A minimum 1-2 years of instructional design/instructional technology and delivery experience in an adult learning environment preferably in the call center, customer service or related industry
• Undergraduate degree in Education, Instructional Design, English or a related discipline or equivalent professional experience
• English Language - Knowledge of the structure and content of the English language including the meaning and spelling of words, rules of composition, and grammar
• Communications and Media - Knowledge of media production, communication, and dissemination techniques and methods; This includes alternative ways to inform via written, oral, and visual media
• Excellent oral and written communication skills at all levels of the organization
• Demonstrated presentation and facilitation skills
• Proficiency in Microsoft Office applications including PowerPoint and Word and Multimedia authoring tools
• Exceptional motivational, interpersonal, and customer service skills; Demonstrated leadership skills
• Ability to speak in front of medium to large-sized groups of people
• Schedule Flexibility
• Team Player
• Dependability regarding completion of assignments and attendance
• Analytical skill
• Project management
• Course design and development (instructor-led and web-based)
• Communication skills (visual, oral, and written form)
• Planning and analysis
Key Performance Indicators:
• Performance increase % rate (based on desired business outcomes)
• Training request completion (time taken from request to execution)
• Satisfaction rate (client and participants)
• Employee retention rate
• Training ROI (based on average reduction in # of training hours)
If you’ve got the skills to succeed and the motivation to make it happen, we look forward to hearing from you.
Top Skills
What We Do
Everise delivers happiness to millions of customers around the world. We excel at solving customer problems on behalf of some of the world’s biggest brands. Our specialty sectors are healthcare, travel, technology, and financial services.
As the leading customer experience firm, companies rely on Everise to drive their business forward by transforming customer care into something extraordinary and consistently delivering positive interactions across the globe in 32 languages.
At our core, we are a diverse and inclusive group of champions who learn from each other. We welcome people of different backgrounds, experiences, abilities and perspectives. We are an equal opportunity employer and a pleasant and supportive place to work.
Join us and become a champion of customer happiness
