Job Description

Job Description

Zobility, an RGBSI brand, is proud to be the primary partner to top companies in the mobility, high-technology, automotive, aerospace & defense, media & entertainment, energy, and finance industries. As a result of our clients' continued growth, we are looking for energetic, personable professionals to partner with these leading companies.

Job Description:

Produce instructor guides and participant materials for new courses (participants include agents and team leads)
Write easy-to-understand user documentation for the knowledge base
Through interviews and observations, determine the most efficient process/method for performing tasks and functions associated with work duties
Document use of systems and other resources necessary for performing job tasks
Improve individual and group performance of agents by analyzing and developing instructional solutions including process documentation, work instructions, classroom training, eLearning, job aids and knowledge articles.
Ability to quickly grasp complex technical concepts and make them easily understandable in text and pictures
Produce instructor guides and participant materials to support instruction. Use instructor guide standards that facilitate solid delivery of instruction. Instructor evaluation and sample instructor guide attached for reference.
Analyze, design and produce solutions that help our agents meet and exceed performance requirements and business goals using instructional design methodology such as ADDIE/SAM/Other.
Identify opportunities to improve agent performance through training and knowledge; make recommendations based on findings. This will involve participating in calibrations and listening to live calls, shadowing agents, reviewing metrics and trends.
Lead training efforts and produce strategies to impact behavioral change, based on documented performance requirements or other metrics.
Build documentation for knowledge management system
Create evaluation strategies (3 levels) for all learning solutions
Develop project plans that include review checkpoints for content approval. Solicit feedback from internal team relative to instructional standards and process documentation. Facilitate review meetings following pilots to determine needed changes to content.

Requirements:

Bachelor's Degree in Instructional Design, Learning & Development or related field
Proficient in curriculum design and training delivery with a focus on Adult Learning Theory
Proven technical writing and English language skills
Strong working knowledge of Microsoft Office and Google Suite

Preferred Requirements:

2 years of instructional design experience
Experience Call Center, Hospitality, Premium Customer handling experience
Application and adherence of instructional design methodology such as ADDIE/SAM/Other
Experience working on a connected car program at a major automotive OEM
Experience with Learning Management Systems
Use of authoring/media tools to implement web based, digital, and/or multi-media learning methodologies (Camtasia, Articulate, Captivate, GoAnimate, Adobe Creative Suite)

Primary Deliverables:

Materials for classroom and virtual delivery
Participant materials
Game strategies/design
Courses for team leads and agents
Customer-facing knowledge strategies/templates/assets

Must Have's:

Background in Instructional Design
Solid understand of Adult Learning Approaches
Clear, concise communicator.
Ability to communicate to large groups of diverse people
Nice to have: Experience with Automotive Technology
Nice to have: Any exposure to Salesforce

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 multi-national corporation headquartered in Troy, MI with branches throughout the USA, Canada, Germany, and India.

Application currently closed

This job was posted on Sun May 28 2023 and expired on Sun Jun 25 2023.

Minimum $49K /yr

$65K /yr Average

Maximum $81K /yr

Tasks

Present and make recommendations regarding course design, technology, and instruction delivery options.

Define instructional, learning, or performance objectives.

Develop instructional materials and products for technology-based redesign of courses.

Design learning products, including Web-based aids or electronic performance support systems.

Provide analytical support for the design and development of training curricula, learning strategies, educational policies, or courseware standards.

Interview subject-matter experts or conduct other research to develop instructional content.

Design instructional aids for stand-alone or instructor-led classroom or online use.

Conduct needs assessments and strategic learning assessments to develop the basis for curriculum development or to update curricula.

Assess effectiveness and efficiency of instruction according to ease of instructional technology use and student learning, knowledge transfer, and satisfaction.

Develop instructional materials, such as lesson plans, handouts, or examinations.

Develop instruction or training roadmaps for online and blended learning programs.

Develop measurement tools to evaluate the effectiveness of instruction or training interventions.

Analyze performance data to determine effectiveness of instructional systems, courses, or instructional materials.

Adapt instructional content or delivery methods for different levels or types of learners.

Research and evaluate emerging instructional technologies or methods.

Recommend instructional methods, such as individual or group instruction, self-study, lectures, demonstrations, simulation exercises, and role playing, appropriate for content and learner characteristics.

Edit instructional materials, such as books, simulation exercises, lesson plans, instructor guides, and tests.

Teach instructors to use instructional technology or to integrate technology with teaching.

Recommend changes to curricula or delivery methods, based on information such as instructional effectiveness data, current or future performance requirements, feasibility, and costs.

Provide technical advice on the use of current instructional technologies, including computer-based training, desktop videoconferencing, multimedia, and distance learning technologies.

Observe and provide feedback on instructional techniques, presentation methods, or instructional aids.

Develop master course documentation or manuals according to applicable accreditation, certification, or other requirements.

Provide technical support to clients in the implementation of designed instruction or in task analyses and instructional systems design.

Skills

Reading Comprehension - Understanding written sentences and paragraphs in work related documents.

Active Listening - Giving full attention to what other people are saying, taking time to understand the points being made, asking questions as appropriate, and not interrupting at inappropriate times.

Writing - Communicating effectively in writing as appropriate for the needs of the audience.

Speaking - Talking to others to convey information effectively.

Critical Thinking - Using logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions or approaches to problems.

Active Learning - Understanding the implications of new information for both current and future problem-solving and decision-making.

Learning Strategies - Selecting and using training/instructional methods and procedures appropriate for the situation when learning or teaching new things.

Monitoring - Monitoring/Assessing performance of yourself, other individuals, or organizations to make improvements or take corrective action.

Social Perceptiveness - Being aware of others' reactions and understanding why they react as they do.

Coordination - Adjusting actions in relation to others' actions.

Persuasion - Persuading others to change their minds or behavior.

Instructing - Teaching others how to do something.

Service Orientation - Actively looking for ways to help people.

Complex Problem Solving - Identifying complex problems and reviewing related information to develop and evaluate options and implement solutions.

Judgment and Decision Making - Considering the relative costs and benefits of potential actions to choose the most appropriate one.

Systems Analysis - Determining how a system should work and how changes in conditions, operations, and the environment will affect outcomes.

Systems Evaluation - Identifying measures or indicators of system performance and the actions needed to improve or correct performance, relative to the goals of the system.

Time Management - Managing one's own time and the time of others.

Management of Personnel Resources - Motivating, developing, and directing people as they work, identifying the best people for the job.

Knowledge

Administration and Management - Knowledge of business and management principles involved in strategic planning, resource allocation, human resources modeling, leadership technique, production methods, and coordination of people and resources.

Customer and Personal Service - Knowledge of principles and processes for providing customer and personal services. This includes customer needs assessment, meeting quality standards for services, and evaluation of customer satisfaction.

Computers and Electronics - Knowledge of circuit boards, processors, chips, electronic equipment, and computer hardware and software, including applications and programming.

Design - Knowledge of design techniques, tools, and principles involved in production of precision technical plans, blueprints, drawings, and models.

Psychology - Knowledge of human behavior and performance; individual differences in ability, personality, and interests; learning and motivation; psychological research methods; and the assessment and treatment of behavioral and affective disorders.

Education and Training - Knowledge of principles and methods for curriculum and training design, teaching and instruction for individuals and groups, and the measurement of training effects.

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 and entertain via written, oral, and visual media.