Job Information

G-TECH Services, Inc. Instructional Designer - PSP - EC1294 in Center Line, Michigan

· 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


· 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


· Facilitate

review meetings following pilots to determine needed changes to content.


· Bachelor's degree required.

· 3-5 years of experience to include: Instructional Design, Web-Based, eLearning, ADDIE, SAM, Process, Improvement, SME.

· Excellent written skills in English.

· Strong working knowledge of Microsoft Office.

· Training/Presentations skills a plus.

· May be required to drive a company vehicle - valid driver’s license and clean driving record required.

· Will be required to travel Domestically and Internationally (10%-20%) to include Canada Additional Information "Having some experience with facilitating training would be a bonus...we always can use people who can deliver their training."

Category Design

Function Engineering

Req ID JN -112020-114945

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