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Job Description:

Training and Development Content Creation Supervisor

Job Summary

Are you passionate about creating engaging and effective training materials that help individuals and teams reach their full potential? We are looking for a Training and Development Content Creation Supervisor to join our team and play a pivotal role in shaping our training programs. As a Content Creation Supervisor, you will be responsible for designing, developing, and curating training content for our Customer Care operations that support customers globally.

In this vital role, you will be at the forefront of working with key stakeholders and creating cutting-edge content using the latest e-learning and other dynamic content-creation tools to enhance our GBS phone center agents' skills, knowledge, and productivity. Aligned closely with the GBS process team, your work will evaluate current training material and processes to pinpoint training gaps, deficiencies, agent skillset improvements, and ways to improve learning content. You will also focus on creating new material to enable our agents to acquire new knowledge and skills needed for exceptional customer engagements.

Key Responsibilities

Content Creation: Develop high-quality training materials, including e-learning modules, instructor/virtual-led presentations, videos, and written guides, that are engaging, informative, and easy to understand.

Needs Assessment: Collaborate with subject matter experts and stakeholders to identify training needs and tailor content accordingly to address those needs effectively.

Curriculum Design: Create comprehensive training curricula covering a wide range of topics, ensuring a structured and progressive learning experience that participants retain and retain.

Multimedia Integration: Incorporate multimedia elements, such as graphics, animations, and interactive elements, to enhance the learning experience and engagement.

Evaluation and Improvement: Continuously assess the effectiveness of training content through feedback and data analysis, making improvements as needed to ensure the content remains up-to-date and relevant.

Compliance and Quality: Ensure all training materials comply with relevant industry standards, regulations, and quality benchmarks.

Adaptability: Stay up-to-date with the latest trends and technologies in training content development to keep our training materials fresh and innovative.

Preferences

Instructional Design Expertise: Apply your knowledge of adult learning theory and instructional design to create engaging instructional materials. Identify learning gaps, offer recommendations, align training with business outcomes, propose improvements, and design and develop learning content. Determine suitable measurements to assess learning effectiveness and outcomes.

Project Management Proficiency: Develop project management plans and lead the implementation of basic projects with short durations, requiring limited coordination and resources. Support initiatives with precise project needs and cross-functional roles and responsibilities throughout the project life cycle.

Call Center Understanding: Demonstrate an understanding of customer care/contact centers and consider their impact on other parts of the business. Develop solutions to enhance training/learning within customer care/contact center operations.

Technical Writing Skills: Craft technical documents with the appropriate style, detail, grammar, and organization, considering the end-user's perspective and utilizing templates and job aids.

Qualifications

• A bachelor's degree in instructional design, Instructional Technology, Training and Evaluation, or education is required.
• Knowledge of adult learning principles and instructional design best practices is required.
• Proven experience developing training content, including e-learning modules, instructor/virtual-led materials, and written guides required.
• Proficiency in content-authoring tools and software (e.g., Articulate Storyline, Articulate Rise, Camtasia, Cornerstone, or other platforms) is required.
• Strong communication and collaboration skills to work effectively with subject matter experts and stakeholders.
• Creative and innovative mindset with the ability to think outside the box.
• Detail-oriented and organized, with a focus on maintaining high-quality standards.

OTHER CRITERIA

(Any additional criteria or qualifications specific to the role can be listed here.)

In this role, you will be able to shape the training landscape for UPS Global Business Services, driving skill development and fostering a culture of continuous improvement. If you are passionate about creating impactful training content and are ready to make a difference, we encourage you to apply and join our innovative team.

Employee Type:

UPS is committed to providing a workplace free of discrimination, harassment, and retaliation.