The Instructional Design (ISD) Supervisor, under the direction of the Manager, leads and is responsible for the performance of a team of Instructional Designers. The ISD Supervisor will assist the Manager in departmental hiring and be responsible for team supervision, coaching, and mentoring all departmental ISD personnel in their daily roles, responsibilities, and professional development. Prepare and administer mid-year and annual performance appraisals. The position requires organizational developmental skills to lead a large team to develop, design, and evaluate complex and flexible curricula.
During a Typical Day
Leadership, Communication, Strategic and Business Management
•Lead the ISD team by providing direction, developing the team, and removing obstacles that may inhibit the success of all initiatives.
•Support department management as required.
•Responsible for staying current on new L&D philosophies and methodologies.
•Identify process breakdowns by performing root cause analysis and implement solutions that deliver upon customer concern resolution requirements.
•Work on special projects as assigned by management and deliver resolution on any Percepta or Client priority requests.
•Facilitate team meetings and utilize all available resources (Learning Management System Reports (i.e. Percepta College), QA Evaluations, Call Handling Performance Reports, Attendance & Schedule Adherence Reports, Summary Reports, Agent Trace Reports, etc.) to drive performance and customer satisfaction.
•Promotes and fosters a continuous improvement culture within the organization and communicates new processes and policy changes quickly and efficiently in a fast-paced environment.
•Single Point of Contact for Operations Management and Business Owners with regard to assigned Programs (Business Units) relating to Instructional Design.
Department Coordination
•Assist the Manager with the management of the Design functions at the site, including the implementation and ongoing administration of processes.
•Responsible for Training reporting - the tracking of report date and the production of reports to meet stakeholder needs (Business Reviews, Monthly reports, new hire training dashboard, analysis of appeals, calibration of call handling, etc.).
•Develop, recommend, and implement strategies to meet Operations training objectives.
•Develop and implement "Train-the-Trainer" sessions.
•Create, coordinate, and facilitate performance improvement initiatives such as workshops, focus groups, job aids, and recurrent training.
•Identify training content needs in partnership with Regional Manager, Program Managers, and Business Owners.
•Deliver coach-backs and mentor ISD's to improve performance.
•Administer written and practical examinations to evaluate quality of material.
•Promote and foster a continuous improvement culture within the organization.
Personnel Development and Staff Management
•Develop and monitor performance standards and measurements of the ISD team.
•Manage Instructional Designers to ensure the efficiency of material development in line with Business Owner requirements, process flows, and appropriate deadlines.
•Conduct audits on employee performance in the areas of productivity, evaluation skill, and policy compliance.
•Provides direct leadership to the team through business processes and practices designed to support employee retention, productivity, profitability, and customer satisfaction.
•Partner with HR to administer corrective action when needed to ensure compliance with company, site, and departmental policies and procedures.
Additional responsibilities include:
•Driving improvement initiatives in customer satisfaction.
•Timely response and resolution of customer escalations to Percepta Business Clients.
•Analysis of metrics not meeting the target or showing sustained improvement.
•Development of action plans to address underachieving performance.
What You Bring to the Role
•Bachelor's degree or equivalent work experience required.
•3-5 years of supervisory experience in managing team members within a Training department.
•Knowledge of and practical application of Adult Learning Theory and instructional design principles.
•Minimum five years of training contact center experience preferred.
•Training in process improvement or Six Sigma methodology preferred.
•Possess a sound understanding of positive coaching techniques.
•Practical application of social media activity, digital and e-learning methodologies, and knowledge management technologies and practices.
•Ability to design solutions incorporating a variety of learning products.
•Ability to work with virtual groups.
•Familiar with call center basics and the technology involved.
What You Can Expect
•Health/Dental/Vision/Life Insurance
•Flexible Spending Account (FSA) and Health Savings Account (HSA)
•401(k) with company match
•Vacation/Sick Time and Paid Holidays
•Tuition Reimbursement
•Employee Assistance Program
•Employee Discount Program
•Training and Development Programs (Percepta College)
•Employee Rewards Program (Perci Perks)
A Bit More About Your Role
•Possess a high degree of professionalism.
•Excellent communication, oral, and written skills.
•Must be computer literate with word processing, spreadsheets, flowcharting applications, project management software, and authoring software for web-based development.
•Proficiency in MS Office applications.
•Analytical skills to uncover the root cause and develop improvement initiatives.
•Ability to create a supportive and conducive adult learning environment.
•Must be familiar with Learning Management Systems, systems hierarchy, basic functionality, roles, and responsibilities of system basics.
•Demonstrated decision-making skills in high-impact environments.
•Strong project management skills.
•Excellent time management skills.
•Must be detail oriented.
•Knowledge of call center business and/or experience, desired.
•Experience using e-Learning software such as Captivate, preferred.
•Knowledge of Adobe Photoshop, Flash, and HTML principles, preferred.
•Background in training/teaching and/or adult learning.
•Must be able to effectively interact with all internal departments and levels of management. Must represent Percepta professionally with all clients and outside organizations.
•Ability to prioritize activities in a fast-paced and dynamic environment.
•Excellent team facilitation and coordination skills with the ability to foster a team spirit.
•Ability to work effectively in a team-oriented, high-demand, and fast-paced environment.
•Customer-focused behavior.
•Leadership, conflict, and negotiation skills.
•Exemplary standards of integrity, personal work ethic, and continuous involvement in self-education and development.
Other
•Proven ability to manage multiple, concurrent programs.
•Uses diplomacy and discretion in communication.
•Ability to maintain confidentiality and ability to handle sensitive material.
•Translates complications into practical solutions.
•Mobility: willing to travel to sites as needed.
About Percepta
Established in 2000, Percepta has contact centers across the globe that proudly deliver a frictionless customer experience to our clients.
Our values are the heartbeat of our organization, and we live, breathe, and play by them every day . As a Percepta team member, you can expect:
Culture of Service - to be treated like you are the customer from day one
Teamwork - belonging to a supportive family team environment that encourages growth, fosters trust and open communication and acknowledges the value of your contributions
Respect - a team that is accountable, dependable, and gives you their full attention
Proactive - to surround yourself with solution-oriented people who strive to improve themselves, others, and the organization
Career Growth - lots of learning opportunities for aspiring minds
Diversity - be a part of our growing diverse and community-minded organization that is all about having fun.
Competitive Compensation - we take care of family, which is why we offer more than just competitive wages and great benefits. Our programs offer incentives and promote physical, mental, and financial wellness.
As a condition of employment, Percepta requires all employees hired in the United States to successfully pass a background check and, depending on location and client program, a drug test. Percepta is an Equal Opportunity Employer.
Please note that neither Percepta nor any of the agencies that recruit on our behalf will ever ask for any payments or personal information such as bank account details from applicants at any point in the recruitment process.