Instructional Designer/Lead Training and Course Developer

HUGHES TELEMATICS, INC.

Information is the fuel that drives our business. When plentiful, information enables sound business decisions. When well-analyzed, it has the power to effect change. When shared with others, it sparks improvement. At HUGHES Telematics, we are pioneering patented technologies and innovative services designed to harness the power of the vehicle information network real-time, anytime. From reducing the cost of vehicle manufacturing, service and ownership to supercharging fleet productivity, safety and convenience, we are setting new standards in the vehicle Telematics industry. What could be achieved with the right information? Imagine the possibilities. We have.

About Us

We are delivering the next generation of vehicle information-based technologies and services - today. Our patented systems allow complete connectivity to any make or model vehicle, but that is just the beginning. What really differentiates us from other companies is our broad portfolio of services. Each designed to significantly improve vehicle and customer relationship management potential while greatly reducing costs. Whether in the business of automotive manufacturing, dealer operations, fleet management or affiliated services such as insurance or car rental, we can help map out the fastest road to greater efficiency and revenue. We will also demonstrate solutions never thought practical. To perform this job successfully, an individual must be able to perform the essential functions for this position and meet the physical requirements needed to perform these functions.Reasonable accommodations may be made for qualified individuals with disabilities.

CALL CENTER TRAINER
Atlanta, GA

Position Summary Description:

This position will be responsible for assisting the Call Center Training Department in the instructional design and delivery of technical and non-technical training courses.The main emphasis of the position will be on developing/documenting end user customer assistance training programs that include modules, workbooks. Trainer notes, exercises, testing, and evaluations.Resources used will include Siebel (CRM) documentation, user acceptance test scripts, process maps, and other internal documents.Responsibilities include:Working with appropriate parties to identify learning objectives to be met; Developing course content and documentation consistent with operational goals, learning objectives, Marketing message, and OEM partner/In-Drive client requirements; Supporting the delivery of training to internal customers and out-sourced call centers on systems (Siebel/Oracle), company products, systems, and support processes.

Key Areas of Responsibility:

KEY BUSINESS ANALYSIS:Analyze business requirement documentation, process models, and functional requirements documentation to identify the learning objectives that will meet the training needs of the various call centers and agent skills.
TRAINING AND CURRICULUM DOCUMENTATION:Produce clear and concise documentation that guides course development.Retrieve, organize, analyze, and synthesize complex subject matter and transform it into instructional objectives that drive heuristic, easy-to-understand curricula for specific audiences (Internal customers, Call Center Agents, Call Center Management, Supervisors).
TRAINING AND CURRICULUM DESIGN:Design, development, and delivery of training modules to support Customer Care functions including sales, technical, billing, and informational requests.
TESTING:Work with users to validate that training materials are integrated with system design and functionality.
SUPPORT:Support revisions/updates/reformatting of the training curricula, ensuring that all training materials are accurate and up-to-date.

Basic Qualifications:

B.S. or B.A or equivalent experience required 4-6 years of experience in development and delivery of Call Center Agent Training; or equivalent combination of education and experience
Excellent open and proactiv