Instructional Designer
RGBSI, Auburn Hills, MI, United States
Responsibilities
Develop instructor guides and participant materials for new training supporting call center agents and team leads Create clear, easy-to-understand documentation for the Knowledge Base Conduct interviews, observations, and process analysis to identify efficient methods for performing job functions Document system and tool usage required for agents' daily tasks Improve agent performance through: Process documentation, Work instructions, Classroom training, eLearning modules, Job aids, Knowledge articles Translate complex technical concepts into accessible text and visuals Apply instructional design methodologies (ADDIE, SAM, etc.) Participate in calibrations, call listening, agent shadowing, and metric reviews to identify training gaps Lead training initiatives focused on performance improvement and behavioral change Build and maintain documentation within the knowledge management system Develop evaluation strategies (3 levels) for all learning deliverables Create project plans, gather feedback, facilitate pilot reviews, and implement revisions Environment
Supports 29 automotive call center lines of business across multiple centers Agents are monitored for call duration and performance metrics Must Have Skills
Articulate Storyline Rise 360 Strong written and verbal communication Ability to work independently with minimal supervision Performance Metrics
NSAT (Customer Satisfaction) Customer service KPIs Call duration and agent efficiency metrics Workload & Expectations
Approximately 90% development work (eLearning, ILT, microlearning, infographics, job aids) Handles 1–3 deliverables at a time Fast - paced environment We offer attractive, competitive compensation and benefits including, medical, dental, 401k, short-term disability, AD&D, tuition reimbursement, and more. If you take pride in your work and are committed to personal and professional success, let's talk. Please visit www.zobility.com to learn more. Zobility is RGBSI's workforce management and staffing division. RGBSI is a multinational corporation headquartered in Troy, MI with branches throughout the USA, Canada, Germany, and India.
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Develop instructor guides and participant materials for new training supporting call center agents and team leads Create clear, easy-to-understand documentation for the Knowledge Base Conduct interviews, observations, and process analysis to identify efficient methods for performing job functions Document system and tool usage required for agents' daily tasks Improve agent performance through: Process documentation, Work instructions, Classroom training, eLearning modules, Job aids, Knowledge articles Translate complex technical concepts into accessible text and visuals Apply instructional design methodologies (ADDIE, SAM, etc.) Participate in calibrations, call listening, agent shadowing, and metric reviews to identify training gaps Lead training initiatives focused on performance improvement and behavioral change Build and maintain documentation within the knowledge management system Develop evaluation strategies (3 levels) for all learning deliverables Create project plans, gather feedback, facilitate pilot reviews, and implement revisions Environment
Supports 29 automotive call center lines of business across multiple centers Agents are monitored for call duration and performance metrics Must Have Skills
Articulate Storyline Rise 360 Strong written and verbal communication Ability to work independently with minimal supervision Performance Metrics
NSAT (Customer Satisfaction) Customer service KPIs Call duration and agent efficiency metrics Workload & Expectations
Approximately 90% development work (eLearning, ILT, microlearning, infographics, job aids) Handles 1–3 deliverables at a time Fast - paced environment We offer attractive, competitive compensation and benefits including, medical, dental, 401k, short-term disability, AD&D, tuition reimbursement, and more. If you take pride in your work and are committed to personal and professional success, let's talk. Please visit www.zobility.com to learn more. Zobility is RGBSI's workforce management and staffing division. RGBSI is a multinational corporation headquartered in Troy, MI with branches throughout the USA, Canada, Germany, and India.
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