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Call Center Training Manager

Primary Function:
Under general supervision of the Customer Relations Director or manager, the Curriculum and Content Specialist is responsible for creating training materials that result in the achievement of defined learning objectives. This role will coordinate, plan, develop, and implement training curriculum with our in-house Premiere Support Team and 3rd party customer support suppliers. The Curriculum and Content Specialist will work closely with other support staff members to determine relevant and accurate training materials while providing excellent service to the clients in a timely manner. In addition, the Curriculum will update Content Specialist will maintain customer facing FAQs and the support team knowledge base. Essential Functions:
  • Develops training materials including facilitator guides, student guides, training decks, practical applications, evaluations, and learning assessments (quizzes and tests).
  • Researches, analyzes and conducts strategic learning assessments to develop the basis for new curriculum development or for updating existing curricula.
  • Proofreads and edits existing training material to improve the quality, readability, consistency, and effectiveness of documentation.
  • Ability to demonstrate instructional design proficiency with multiple facets including knowledge of Learning Management Systems (LMS).
  • Ensures the knowledge base is current and articles are properly indexed.
Other Responsibilities:
Other duties / responsibilities may be assigned to this position at the manager's discretion. Requirements:
  • Bachelor's degree in Educational Technology, Instructional System Design, Computer Science, Business Systems Management, or equivalent work experience preferred
  • Three (3) years of curriculum development experience or in a related area required.
  • Experience with LMS administration required.
  • Strong analysis and information gathering skills.
  • Understanding and proven ability to develop these learning tools using acceptable methodologies, current practices and proven ability to develop closed captioning, interactive activities and advanced interactions.
  • Experience and proficiency with various web-based software applications including Microsoft Office Word, Excel, PowerPoint, SharePoint, Outlook, etc.
  • Knowledge of Learning Management System(LMS) and Training development programs
  • Excellent verbal, written, visual and interpersonal communication skills.
  • Ability to work under pressure in a fast paced environment
  • Excellent presentation skills.

Education:

A minimum of an Associate's Degree in business, with an emphasis on organizational development or related discipline preferred, or equivalent combination of education and experience is required.

3 years experience preferred.



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