Description: 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 ADDIE/SAM/Other. 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 documentation. Facilitate review meetings following pilots to determine needed changes to content. Skills & Qualifications: Requirements: + Bachelor's Degree in Instructional Design, Learning & Development or related field + Proficient in curriculum design and training delivery with a focus on Adult Learning Theory + Proven technical writing and English language skills + Strong working knowledge of Microsoft Office and Google Suite + 2 years of instructional design experience + Application and adherence of instructional design methodology such as ADDIE/SAM/Other + Experience with Learning Management Systems + Use of authoring/media tools to implement web based, digital, and/or multi-media learning methodologies (Camtasia, Articulate, Captivate, GoAnimate, Adobe Creative Suite) About TEKsystems: We're partners in transformation. We help clients activate ideas and solutions to take advantage of a new world of opportunity. We are a team of 80,000 strong, working with over 6,000 clients, including 80% of the Fortune 500, across North America, Europe and Asia. As an industry leader in Full-Stack Technology Services, Talent Services, and real-world application, we work with progressive leaders to drive change. That's the power of true partnership. TEKsystems is an Allegis Group company. The company is an equal opportunity employer and will consider all applications without regards to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.