Instructional Design Supervisor
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 DayLeadership, Communication, Strategic and Business Management oLead the ISD team by providing direction, developing the team, and removing obstacles that may inhibit the success of all initiatives.oSupport department management as required.oResponsible for staying current on new L&D philosophies and methodologies.oIdentify process breakdowns by performing root cause analysis and implement solutions that deliver upon customer concern resolution requirements.oWork on special projects as assigned by management and deliver resolution on any Percepta or Client priority requests.oFacilitate 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.oPromotes and fosters a continuous improvement culture within the organization and communicates new processes and policy changes quickly and efficiently in a fast-paced environment.oSingle Point of Contact for Operations Management and Business Owners with regard to assigned Programs (Business Units) relating to Instructional Design.Department CoordinationoAssist the Manager with the management of the Design functions at the site, including the implementation and ongoing administration of processes.oResponsible 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.).oDevelop, recommend, and implement strategies to meet Operations training objectives.oDevelop and implement Train-the-Trainer sessions.oCreate, coordinate, and facilitate performance improvement initiatives such as workshops, focus groups, job aids, and recurrent training.oIdentify training content needs in partnership with Regional Manager, Program Managers, and Business Owners. oDeliver coach-backs and mentor ISD's to improve performance.oAdminister written and practical examinations to evaluate quality of material.oPromote and foster a continuous improvement culture within the organization.Personnel Development and Staff ManagementoDevelop and monitor performance standards and measurements of the ISD team. oManage Instructional Designers to ensure the efficiency of material development in line with Business Owner requirements, process flows, and appropriate deadlines.oConduct audits on employee performance in the areas of productivity, evaluation skill, and policy compliance.oProvides direct leadership to the team through business processes and practices designed to support employee retention, productivity, profitability, and customer satisfaction.oPartner with HR to administer corrective action when needed to ensure compliance with company, site, and departmental policies and procedures. Additional responsibilities include:
oDriving improvement initiatives in customer satisfaction.oTimely response and resolution of customer escalations to Percepta Business Clients. oAnalysis of metrics not meeting the target or showing sustained improvement. oDevelopment of action plans to address underachieving performance. What You Bring to the Role oBachelor's degree or equivalent work experience required.o3-5 years of supervisory experience in managing team members within a Training department. oKnowledge of and practical application of Adult Learning Theory and instructional design principles.oMinimum five years of training contact center experience preferred. oTraining in process improvement or Six Sigma methodology preferred. oPossess a sound understanding of positive coaching techniques.oPractical application of social media activity, digital and e-learning methodologies, and knowledge management technologies and practices.oAbility to design solutions incorporating a variety of learning products.oAbility to work with virtual groups. oFamiliar with call center basics and the technology involved. What You Can Expect oHealth/Dental/Vision/Life InsuranceoFlexible Spending Account (FSA) and Health Savings Account (HSA)o401(k) with company matchoVacation/Sick Time and Paid HolidaysoTuition ReimbursementoEmployee Assistance ProgramoEmployee Discount ProgramoTraining and Development Programs (Percepta College)oEmployee Rewards Program (Perci Perks) A Bit More About Your Role oPossess a high degree of professionalism.oExcellent communication, oral, and written skills.oMust be computer literate with word processing, spreadsheets, flowcharting applications, project management software, and authoring software for web-based development.oProficiency in MS Office applications.oAnalytical skills to uncover the root cause and develop improvement initiatives.oAbility to create a supportive and conducive adult learning environment.oMust be familiar with Learning Management Systems, systems hierarchy, basic functionality, roles, and responsibilities of system basics.oDemonstrated decision-making skills in high-impact environments.oStrong project management skills.oExcellent time management skills.oMust be detail oriented.oKnowledge of call center business and/or experience, desired.oExperience using e-Learning software such as Captivate, preferred.oKnowledge of Adobe Photoshop, Flash, and HTML principles, preferred.oBackground in training/teaching and/or adult learning.oMust be able to effectively interact with all internal departments and levels of management. Must represent Percepta professionally with all clients and outside organizations.oAbility to prioritize activities in a fast-paced and dynamic environment.oExcellent team facilitation and coordination skills with the ability to foster a team spirit.oAbility to work effectively in a team-oriented, high-demand, and fast-paced environment.oCustomer-focused behavior.oLeadership, conflict, and negotiation skills.oExemplary standards of integrity, personal work ethic, and continuous involvement in self-education and development.Other oProven ability to manage multiple, concurrent programs.oUses diplomacy and discretion in communication.oAbility to maintain confidentiality and ability to handle sensitive material.oTranslates complications into practical solutions. oMobility:
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 contributionsRespect - a team that is accountable, dependable, and gives you their full attentionProactive - to surround yourself with solution-oriented people who strive to improve themselves, others, and the organizationCareer Growth - lots of learning opportunities for aspiring mindsDiversity - 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. Recommended Skills Administration Adobe Flash Adobe Photoshop Adult Education Analytical Attention To Detail Apply to this job. Think you're the perfect candidate? Apply on company site $(document).ready( function() $(#ads-desktop-placeholder).html(
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n Estimated Salary: $20 to $28 per hour based on qualifications.
oDriving improvement initiatives in customer satisfaction.oTimely response and resolution of customer escalations to Percepta Business Clients. oAnalysis of metrics not meeting the target or showing sustained improvement. oDevelopment of action plans to address underachieving performance. What You Bring to the Role oBachelor's degree or equivalent work experience required.o3-5 years of supervisory experience in managing team members within a Training department. oKnowledge of and practical application of Adult Learning Theory and instructional design principles.oMinimum five years of training contact center experience preferred. oTraining in process improvement or Six Sigma methodology preferred. oPossess a sound understanding of positive coaching techniques.oPractical application of social media activity, digital and e-learning methodologies, and knowledge management technologies and practices.oAbility to design solutions incorporating a variety of learning products.oAbility to work with virtual groups. oFamiliar with call center basics and the technology involved. What You Can Expect oHealth/Dental/Vision/Life InsuranceoFlexible Spending Account (FSA) and Health Savings Account (HSA)o401(k) with company matchoVacation/Sick Time and Paid HolidaysoTuition ReimbursementoEmployee Assistance ProgramoEmployee Discount ProgramoTraining and Development Programs (Percepta College)oEmployee Rewards Program (Perci Perks) A Bit More About Your Role oPossess a high degree of professionalism.oExcellent communication, oral, and written skills.oMust be computer literate with word processing, spreadsheets, flowcharting applications, project management software, and authoring software for web-based development.oProficiency in MS Office applications.oAnalytical skills to uncover the root cause and develop improvement initiatives.oAbility to create a supportive and conducive adult learning environment.oMust be familiar with Learning Management Systems, systems hierarchy, basic functionality, roles, and responsibilities of system basics.oDemonstrated decision-making skills in high-impact environments.oStrong project management skills.oExcellent time management skills.oMust be detail oriented.oKnowledge of call center business and/or experience, desired.oExperience using e-Learning software such as Captivate, preferred.oKnowledge of Adobe Photoshop, Flash, and HTML principles, preferred.oBackground in training/teaching and/or adult learning.oMust be able to effectively interact with all internal departments and levels of management. Must represent Percepta professionally with all clients and outside organizations.oAbility to prioritize activities in a fast-paced and dynamic environment.oExcellent team facilitation and coordination skills with the ability to foster a team spirit.oAbility to work effectively in a team-oriented, high-demand, and fast-paced environment.oCustomer-focused behavior.oLeadership, conflict, and negotiation skills.oExemplary standards of integrity, personal work ethic, and continuous involvement in self-education and development.Other oProven ability to manage multiple, concurrent programs.oUses diplomacy and discretion in communication.oAbility to maintain confidentiality and ability to handle sensitive material.oTranslates complications into practical solutions. oMobility:
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 contributionsRespect - a team that is accountable, dependable, and gives you their full attentionProactive - to surround yourself with solution-oriented people who strive to improve themselves, others, and the organizationCareer Growth - lots of learning opportunities for aspiring mindsDiversity - 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. Recommended Skills Administration Adobe Flash Adobe Photoshop Adult Education Analytical Attention To Detail Apply to this job. Think you're the perfect candidate? Apply on company site $(document).ready( function() $(#ads-desktop-placeholder).html(
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n Estimated Salary: $20 to $28 per hour based on qualifications.
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