Length: contract to hire

Location: Norwalk, CT

Requirements:

BA degree in adult education or instructional design; and 2 years of experience
Travel industry background and knowledge preferably in the airline industry
Deliver/Facilitate training classes that are highly technical in a travel services environment.
Design and develop technical training elearning, instructor-led, and skills-based curriculum for virtual delivery globally to call center agents.
Ensure that training courses address all levels of customers in the use of company products/services.
Ensure that the learning content and learner information has an appropriate architecture in the customer care Learning Management system.
Design course outlines, gather supporting technical documentation and develop course workbooks and facilitators guides.
Work with operational and business leaders to understand contact center training development and delivery needs
Ensure high quality and consistent approaches for delivering learning that meet the needs of a rapidly growing and changing organization
Develop, implement, and manage highly effective and agile training programs for virtual classroom models with processes and standards that scale globally for associates across multiple lines of business
Develop qualitative and quantitative metrics to assess program delivery quality; ensure continuous improvement, maintenance, and adjustment in program delivery approaches accordingly in order to maintain pace with business objectives
Evaluate and report learning program performance to stakeholders and leaders
Partner with subject matter experts to support the creation of best practices and standard operating procedures for training and skill building activities. You will serve as a subject matter expert and perform the following:
Conduct needs analysis and job task analysis to identify gaps for new and current training programs. Work with the instructional design, quality and operations teams to implement improvements
Scope projects and evaluate existing documentation to identify the most appropriate change, learning, and communications solutions for new implementations and updates

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