Description

At Percepta, we bring first-class service across each market we support. As a Design and Delivery Learning Specialist in Melbourne, FL or Asheville, NC, you’ll be a part of creating and delivering amazing customer experiences, while also enjoying the satisfaction of being part of a unique culture.

What You’ll Be Doing

The Design and Delivery Learning Specialist acts as a trusted partner and consultant for all things training design, development, and delivery. This includes conducting analysis of client and partner learning needs and closely collaborating with internal and external clients to envision, design, develop, and deliver tailored training materials. Utilizing the backward design method and the ADDIE process, the Design and Delivery Learning Specialist will craft innovative new hire and ongoing training programming. The Specialist will leverage various multimedia formats to design training materials and continuously evaluate their effectiveness, making adjustments as necessary to optimize their impact on learner performance. The Specialist will also be responsible for maintaining these materials over the life of the program. The specialist will lead training delivery sessions across various areas such as new hire onboarding, up-training, and refresher courses, employing adult learning principles and leveraging active learning best practices to ensure maximum engagement, accountability, and participation. In parallel, this role will collaborate with leadership to uphold company policies and procedures during training. Beyond training delivery, the Design and Delivery Learning Specialist will also contribute to quality calibration sessions and undertake special projects as assigned, balancing responsibilities between instructional design and training facilitation based on program requirements.

During a Typical Day, You’ll

Instructional Design Analysis and Evaluation

• Conduct front-end needs analysis to identify curriculum objectives and development needs. This includes working closely with the client to identify scope, objectives, and approach of the project.

• Develop timelines and project plan for development, deliver project plan and receive approval of timeline. Conduct analysis on operational performance to identify knowledge gaps. Develop training action plans for individuals and groups based on performance needs.

• Using Adult Learning Principles, select the most effective instructional methods for delivery including but not limited to eLearning, self-paced, or virtual delivery methods.

• Partner with internal and external clients to identify training needs by program, plan learning product development to meet the needs, and create and update learning materials accordingly.

• Using defined program metrics, measure the effectiveness of training, and modify content when gaps are identified.

• Provide project status updates and any risks to the Training Supervisor in a timely manner. Partner with Training Supervisor to develop action plans to address risks and meet timelines.

• Conduct post-project analysis to determine the quality of implementation and provide feedback recommending training modifications.

Design, Development, and Implementation

• Design and develop learning objectives and outcomes.

• Design and develop facilitator and participant materials for new hire and ongoing training, using adult learning principles.

• Design practical application scenarios including practice exercises, role plays, case studies, games, and simulations.

• Develop and maintain knowledge artifacts to be used in both training and production.

• Develop, plan, and conduct train-the-trainer (TTT) sessions.

• Develop evaluations of content that are linked to the performance objectives to aid in validating content effectiveness.

• Schedule and lead regular project meetings with internal and external clients to include communication of project status and development.

• Maintain source materials and final content in a shared location to be used for future development needs.

Training Delivery

• Lead train-the-trainer sessions and demonstrate proficiency in training before being considered certified to facilitate content.

• Ensure all equipment and systems are in place prior to start of class: i.e., headphones, telephones, computers, and software functionality.

• Partner with Human Resources, Quality, and Operations to schedule New Employee Orientation and departmental presentations as needed.

• Facilitate classes based on the objectives and agendas provided to maximize learner engagement and retention.

• Using adult learning principles and active learning best practices create a safe learner-centered environment.

• Analyze group dynamics and interpret non-verbal messages to determine if/when learners are struggling to understand content.

• Assess class through consistent questioning techniques to determine level of ability and understanding.

• Manage the setup and breakdown of the training classroom to ensure facility is ready for training start dates and times.

Training Management

• Maintain Agent Dashboard reporting for in class components, including attendance tracker, knowledge checks, simulated learning, and training performance metrics.

• Review and approve weekly timekeeping of learners through onboarding and first week of nesting/Academy Bay (Abay).

• Identify individual learner performance gaps and provide personal coaching sessions to help learners meet performance expectations.

• Document and escalate performance issues and trends to Training Supervisor when identified and partner with Human Resources to provide details when performance management is needed.

• Identify to management when participants are not meeting performance expectations.

• Facilitate transition from Training to Production by supporting learners through first week of nesting/Abay.

• As needed, take 2-5 hours of live calls per month and receive quality feedback to demonstrate proficiency in training topics.

• Attend regular client calibration sessions and other client meetings as needed.

What You Bring to the Role

Education

• Bachelor’s degree required, preferably in Education or Training

Experience

• Minimum of 2 years of professional training and development experience required.

• 1-3 classroom facilitation experience preferred.

• 1-3 years of instructional or Curriculum Design preferred.

• Call Center experience preferred.

Skills

• Strong communications and presentation skills

• Organizational skills

• Analytical skills to review new processes and derive potential impact to program.

• Ability to create new training tools with minimal assistance.

• Ability to identify changes specific to program, disseminate information as needed, and create tools in support of new information.

• Strong listening skills

• Strong leadership skills

• Proven ability to perform in a fast-paced environment and with minimal supervision.

• Able to work a flexible schedule, to include extended evening and weekend hours as needed.

• Ability to work in a team environment as well as autonomously.

• Ability to stand for long periods of time while delivering classroom training.

• During downtime, proactively research current training trends to apply in training.

• Strong project management skills

• Ability to work with all levels of employee and management.

• Creativity

• Ability to develop training material with short timelines.

• Detail oriented.

• Ability to prioritize business requests and self-manage workload and timelines.

• Advanced computer skills: Advanced Microsoft Word, Excel, PowerPoint, Outlook, Access, Internet and Visio, Intermediate SPSS, Microsoft Project, Advanced Adobe PageMaker and Photoshop, audio and video production and editing (e.g., Camtasia, Adobe Premier, Audacity)

• Analysis, design and development skills

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 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.

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Primary Location: US-FL-Melbourne

Req ID: 03Z7Z