Instructional Designer
Zobility, 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
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
Strong written and verbal communication
Ability to work independently with minimal supervision
Performance Metrics:
NSAT (Customer Satisfaction)
Call duration and agent efficiency metrics
Workload & Expectations:
Approximately 90% development work (eLearning, ILT, microlearning, infographics, job aids)
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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
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
Strong written and verbal communication
Ability to work independently with minimal supervision
Performance Metrics:
NSAT (Customer Satisfaction)
Call duration and agent efficiency metrics
Workload & Expectations:
Approximately 90% development work (eLearning, ILT, microlearning, infographics, job aids)
#J-18808-Ljbffr