Key Responsibilities

·         Design, develop, and manage instructional design projects including all details, such as purpose, learning objectives, project milestones, go/no-go points, and effort estimates for TELUS CLS - TIP

o    Adhere to the standard ADDIE and AGILE methodology, while leveraging best practices in adult learning theories, for instructional design and development

o    Complete analysis of all existing training on the specified topic and identify improvement opportunities to improve learning effectiveness and retention

o    Design, conduct and analyze surveys, tests, interviews, focus groups, observation procedures, sampling techniques, and reports to evaluate learning solutions

o    Develop concise, creative, effective, and high-quality instructional materials. Vary the elements/approach of instructional design to maintain learner engagement and knowledge retention

§  Module deliverables include design documents, objectives, run times, job aids, reinforcement materials, instructor and participant materials that may also be uploaded to the Knowledge Base.

§  Ensure training is innovative, engaging, and appealing to the intended target audience

·         Manage content review process which includes validating learning objectives, incorporating changes as needed into materials and course effectiveness and ensuring final project deliverables are of the highest quality

o    Develop and maintain project plans, schedules, and communications including status reporting, reports, and stakeholder management

o    Identify and manage issues and risks; escalate appropriately to the manager of TIP Managed Learning Services any issues or risks that could severely impact the project cycle

o    Prepare reports by collecting, analyzing, and summarizing data and trends.

o    Work closely with subject matter experts when creating content: secure knowledge transfer, review sessions and approval cycles with TELUS SME

o    Develops and implements strategies to improve the effectiveness of learning modules (both existing and new)

o    Adhere to the GLSS standard project turnaround time of 1:38 (1 hour of training has a maximum 38 hours of design and development effort allocation, which includes discovery call, resource gathering, research, knowledge transfer sessions, process mapping, design, development, client review, and client approval)

·         Develop strong relationships with key stakeholders to enhance long-term communication, effectiveness, and understanding of end-client value propositions.

o    Coordinate and collaborate with key stakeholders such as the client, operations, and training to stay up to date with new processes, regions, and modalities that need IDD support

o    Transition new learning materials to the Knowledge Base writer/Knowledge Base Administrator for Knowledge Base use

o    Schedule weekly calls with client and key stakeholders to provide status updates and discuss weekly milestones; as well as set and confirm priorities with regards to project requirements

o    Develop a network of contacts throughout the organization to determine other TELUS CLS-related opportunities

o    Adhere to expected hours of operations, and work alongside with other TELUS CLS support groups in TIP Discovery Center. 

o    Adhere to expected hours of operations and work-from-home policies during lockdown. 

·         Conduct train the trainer sessions on newly created/updated modules 

·         Available for occasional travel if necessary (GLSS TIP HQ: Discovery or Market Market!)

Qualifications

Required

·         Excellent written and verbal communication skills in English

·         Excellent consultative and communication skills and ability to interface effectively with all levels of employees, management, and external customers 

·         Advanced skills in Microsoft PowerPoint, Word, Google Slides, Google Sheets, and Google Docs

·         Excellent facilitation and presentation skills focused on helping people learn

·         Ability to work independently with limited guidance and demonstrate problem-solving skills

·         Ability to manage scope, time, budget, and collaboration and negotiation with key stakeholders

·         Ability to work and develop positive relationships within a collaborative global environment demonstrating strong interpersonal and teamwork skills

·         Must be open to feedback and coaching coming from peers and immediate manager, as well as other leaders of the organization

·         Must be willing to provide feedback and negotiate TATs to peers and stakeholders

·         Ability to independently perform and complete analysis of existing training materials and to recommend and scope modifications to existing materials while working with aggressive timeframes

·         Ability to identify performance opportunities within existing training design

·         Adhere to established work standards to ensure best in class training deliverables

·         Strong project management, time management, and planning skills

·         Experience with creation of instructor-led training and design of blended learning approach (ILT + Knowledge Base use, ILT + eLearning, etc.)

·         Minimum two years in instructional design / corporate education field, including a combination of training design, development, delivery, and measurement

·         Willing to work in shifting schedules, as requested by primary stakeholders and in accordance with the business need (night shift, mid-shift)

·         Willing to learn or develop skills in using new technologies and methods related to adult learning and instructional design (Content curation, tools, technology, etc)

Strongly preferred

·         Experience or background in the contact center, healthcare industry

·         Bachelor’s degree in Instructional Systems Design, Education, Communication, Organizational Design

·         Knowledge in Successive Approximation Model (SAM), and Integrated Design Model (IDM) 

·         Skills in using Articulate 360, Adobe Captivate 10, HTML, and other video or graphics creation or modification tools

·         Skills in graphic design and video editing 

·         Understanding the big picture of call center performance requirements and design training to meet those needs