Instructional Design Manager

Job Responsibilities:Under minimal supervision and in partnership with Sitel leadership and client contacts, plans, organizes and develops learning curricula, materials, tools and processes company-wide. Analyzes learning needs and partners with subject matter experts to provide input for course content. Plans and coordinates skill assessments and training. Works with management to ensure course materials are current and relevant to client needs. Tracks and analyzes training programs by examining learner satisfaction levels, proficiency testing and job performance.Provides instruction and guidance to trainers. May design computer-based training programs. May facilitate training during introduction of new courses.Typical Qualifications:Education (if beyond High School or equivalent): 4-year college degree or equivalent directly related work experience.Experience Target (in this job or a related function/field): Five plus years of experience implementing learning systems in a complex, fast-paced contact center environment.  Proven track record of converting intellectual theories and approaches into deliverable products.  Experience assessing organizational needs, designing/developing solutions and implementing/evaluating initiativesSkills: Superior interpersonal skills with the ability to establish and maintain relationships at multiple levels of the organization, including management.  Excellent written and oral communication skills.  Exemplary facilitation and platform skills.  Ability to work comfortably with MS Office suite of products.Sitel is an equal opportunity employer that values diversity and inclusion. We do not discriminate on the basis of race/origin, religion, color, gender, sexual orientation, age, marital status, veteran status or disability status.

SYKES is now part of Sitel Group.As one of the largest global providers of customer experience (CX) products and solutions, Sitel Group® empowers brands to build stronger relationships with their customers by creating meaningful connections that boost brand value. Inspired by each brands’ unique vision and goals, we ask “what if?” applying our expertise to create innovative solutions that reduce customer effort.With 160,000 people around the globe – working from home or from one of our CX hubs – we securely connect best-loved brands with their customers over 8 million times every day in 50+ languages. Whether digital or voice-based, our solutions deliver a competitive edge across all customer touchpoints. Our award-winning culture is built on 40+ years of industry-leading experience and commitment to improving the employee experience.