Description
Position Purpose:
The IDD Project Manager leads the Instructional Design, Learning Innovation and Reports Administration Team in the planning, execution, management of assigned projects and as well as the development and review of content. The incumbent conducts integrated training needs assessments, evaluates, and coordinates a comprehensive range of programs to support call center operations.
The Project Manager keeps an open line of communication, manages cost and mitigates risk during project lifecycles. The Project Manager supports the Strategic Learning Solutions Director in monitoring project status and client/stakeholder management.
Essential Functions and Responsibilities:
1.Manage Curriculum Development project deadlines, work breakdown structure and monitor progress.Formulates training outlines and determines instructional methods, utilizing knowledge of specified training needs and effectiveness of such methods as individual training, group instruction, lectures, demonstrations, meetings, and cooperative learning workshops.
2.Identify stakeholders and define project needs ensuring resources, scope, time and quality are managed in alignment with specific requirements.
3.Validates Training Needs Analysis results, leads scoping and due diligence exercises to determine project scope, requirements, assess clients’ existing training content and supports as a final reviewer of content to ensure compliance to standards, timelines and targets.
4.Researches, proposes and collaborates with the Clients, Operations, Training and other identified Departments to suggest and implement improvements in training solutions both for internal AFNI requirements and client related requirements.
5.Summarizes progress of projects, prepares status reports, communicate results to management, revalidates initial assumptions and cost estimates and consolidate hours for recoveries for billable projects.
6. The above statements are intended to indicate the general nature and level of work being performed by employees within this classification. They are not intended to be an exhaustive list of all responsibilities, duties and skills required of employees assigned to this job.Employees in this job may perform other duties as assigned.
Requirements
Job Requirements (Education, Experience, Skills):
Required
A four-year college degree or equivalent work experience in design, development, and delivery of training in the call center industry or environment preferred. ·Ability to design, develop, implement, and evaluate training plans, curricula, and methodology. Ability to manage and implement multiple projects using project management tools/skills. Demonstrated leadership experience and the ability to proactively resolve issues and develop employees High level of expertise with software that facilitates the design of instruction materials (storyboards, flow charts, assessments, etc.). Proficient in Captivate, Articulate Storyline and other Authorware Demonstrated strong verbal and written communication skills Demonstrated ability to work with all levels of the organization Demonstrated ability to deal with issues of a sensitive nature
Preferred
Demonstrated performance consulting experience while using effective interaction skills is preferred. Presentation experience using flexible delivery methods (lecture, computer-based/assisted, performance, facilitation, cooperative learning) and tools. Experience working in a Call Center environment. Proficient in MS Office, flowcharting, and project management software. Understanding of various operating systems, file structures, file formats, and protocols. Basic knowledge of HTML. Solid knowledge of streaming audio and video, compression methods, file types, and formats.