Apply now »

Instructional Designer

Req ID#:  198996


Instructional Designer

Human Resources

Learn, Lead & Grow at Sitel Group®

We believe experiences are everything, and that happy associates are successful ones. That’s why we give our people the tools and the freedom to learn, grow, have fun and be themselves.


  • GROW AS YOU GO. We invest in you, with internal programs, training and initiatives to develop your skills and help you reach your goals. We promote from within. We provide you with the tools, skills and resources to develop, both professionally and personally. You choose where you want to go; we help you get there.

  • BE BOLD, BE YOU. #SitelLife represents our commitment to our people -to YOU. It's about coming exactly as you are. We empower everyone to live their truth, be themselves and use their voice -and we give them a platform to do so.

  • WORK TOGETHER TO MAKE AN IMPACT. We strive to make the world a better place and empower others to do the same. We are mission-driven -and we leverage the power of our people to make a positive impact in the communities in which we live and work.

  • GAIN STABILITY, EXPAND POSSIBILITIES. We celebrate successes and reward our people for the hard work they do every day. We offer benefits to keep you healthy and happy, such as paid time off and referral bonuses. Plus, fun perks like employee discounts.

  • MAXIMIZE YOUR EXPERIENCE. We value open, honest and constructive conversation. We encourage you to speak up -and we listen when you do. Through MAX, our global community, we leverage our people's innovative ideas, experiences and feedback to shape and drive the future of Sitel Group.


About Sitel Group®

As a global leader in end-to-end customer experience (CX) products and solutions, Sitel Group® partners  with the world’s best-loved brands, from Fortune 500 companies to local startups, to design, build and  deliver a competitive edge across all customer touchpoints.  

With our award-winning culture built on 35+ years of industry-leading experience and commitment to improving the employee experience, we improve business results by pairing innovative design thinking and digital solutions – including self-service, artificial intelligence (AI), automation and data-driven analytics – with the expertise, emotion and empathy of our people to Create Connection. Value Conversation.

As our business strategy evolves and our virtual Sitel At Home workforce grows, our training and leadership development programs must evolve in order to drive maximum performance from our teams and align with industry training trends.  This position leads projects and communications pertaining to the design and development of training paths for our front line agents as well as all other supporting functions at Sitel.


Summary of Responsibilities:


  • Design and develop effective and engaging learning experiences by leveraging learning science and instructional design principles and with a keen focus on making the training experience engaging and practical to real-live scenarios.

  • Perform front end analysis activities such as learning needs analyses and job duty task analysis and prescribe the appropriate learning experience, the appropriate training duration as well as the appropriate training modality to close performance gaps

  • Facilitate focus groups, workshops and design sessions with Subject Matter Experts (SMEs), key stakeholders and the L&D team to discover and analyze learning and data, to support various project initiatives and to lead project update meetings

  • Conduct learner personas analysis, develop training objectives and lesson plans, and collaborates on instructional treatment to develop high-quality custom course work to meet business purpose and goals

  • Design and develop blended learning program/curricula, including but not limited to: interactive self-paced e-learning modules, videos (animated, recording, interview etc.), blended classroom training, synchronous remote learning methodologies, participant and facilitator guides, self-study training materials, evaluation rubrics etc.

  • Preferred pure digital development (videos, simulations, etc.) and able to load into My Academy appropriately. 

  • Plan, track, report on and analyze assessment results and/or performance data – measure the impact of learning initiatives

  • Based on performance evaluation and data gathering, review existing materials to perform content maintenance as needed. Performs quality review of all training materials 

  • Performs quality review of all training materials 

  • Scope and plan the time and the level of effort required for the creation and maintenance of deliverables.

  • Manage project resources (people and material) to ensure deliverables are completed on-time and on-budget

  • Manage complex relationships with cross-functional stakeholders in a fast-moving environment with short deadlines and high business impact.

  • Preferred knowledge to load content (digital, other content) to an LMS, specifically My Academy. Help manage the administration of the Learning Management System which includes: assigning courses, assigning development plans, resolving technical issues, conducting a content inventory, training L&D team on the (new) features of the system, pulling analytics etc.

  • Participates in continuous improvement initiatives and other training initiatives Use creative techniques and delivery mechanisms by keeping informed on leading industry trends and technology, to reach a global and dispersed field organization

  • Ensure that all programs provide a positive, empowering, fun learning experience 


  Experience Target:


  • Five or more years as an instructional designer, working in a complex, fast-paced corporate environment and who has developed and delivered instructional design professional development programs 

  • Knowledge of Articulate Storyline and Rise desirable, and knowledge of My Academy Studio, or willingness to learn Studio (proprietary content creation software), and other authoring tools.

  • Degree in Instructional Design preferred.

  • Experience assessing organizational needs, designing/developing solutions and implementing/evaluating initiatives.

  • Solid experience working with SMEs to capture vision and tribal knowledge

  • Proven track record of converting intellectual theories and approaches into digestible bites/deliverables

  • Ability to assimilate a variety of information and make logical/consistent decisions

  • Good eye for graphic design. 

  • Good knowledge of ADDIE, AGILE, Adult Learning Theories, Kirkpatrick Model and Bloom’s Taxonomy.

  • Familiarity with customer service\ BPO industry and best practices desirable. 

  • Knowledge of proven interaction methods, as well as the technology that enables those methods.

  • Outstanding writing, communication and presentation skills

  • Ability to thrive in environments that often start with uncertain requirements or outcomes; ability to put definition and structure around problems and projects

  • Strong project and time management skills 

  • Ability to communicate complex concepts in a clear, precise and actionable manner

  • Strong interpersonal skills in order to effectively partner and influence with stakeholders of all levels within our organization

  • Working knowledge of MS Office Applications (Word, Excel, PowerPoint)

  • Excellent organizational skills and attention to detail

  • Ability to manage multiple projects and priorities

  • Large company experience preferred


Instructional Designer

Job Segment: BPO, Learning, Front End, Operations, Human Resources, Technology

Apply now »