Instructional Design Supervisor

Instructional Design SupervisorMX-DF-Mexico DF**Description**:The Instructional Design (ISD) Supervisor, under the direction of the Manager, leads and is responsible for the performance of a team of Instructional Designers. The ISD Supervisor will assist the Manager in departmental hiring and be responsible for team supervision, coaching, and mentoring all departmental ISD personnel in their daily roles, responsibilities, and professional development. Prepare and administer mid-year and annual performance appraisals. The position requires organizational developmental skills to lead a large team to develop, design, and evaluate complex and flexible curricula.**During a Typical Day****Leadership, Communication, Strategic and Business Management**- Lead the ISD team by providing direction, developing the team, and removing obstacles that may inhibit the success of all initiatives.- Support department management as required.- Responsible for staying current on new L&D philosophies and methodologies.- Identify process breakdowns by performing root cause analysis and implement solutions that deliver upon customer concern resolution requirements.- Work on special projects as assigned by management and deliver resolution on any Percepta or Client priority requests.- Facilitate team meetings and utilize all available resources (Learning Management System Reports (i.e. Percepta College), QA Evaluations, Call Handling Performance Reports, Attendance & Schedule Adherence Reports, Summary Reports, Agent Trace Reports, etc.) to drive performance and customer satisfaction.- Promotes and fosters a continuous improvement culture within the organization and communicates new processes and policy changes quickly and efficiently in a fast-paced environment.- Single Point of Contact for Operations Management and Business Owners with regard to assigned Programs (Business Units) relating to Instructional Design.**Department Coordination**- Assist the Manager with the management of the Design functions at the site, including the implementation and ongoing administration of processes.- Responsible for Training reporting - the tracking of report date and the production of reports to meet stakeholder needs (Business Reviews, Monthly reports, new hire training dashboard, analysis of appeals, calibration of call handling, etc.).- Develop, recommend, and implement strategies to meet Operations training objectives.- Develop and implement “Train-the-Trainer” sessions.- Create, coordinate, and facilitate performance improvement initiatives such as workshops, focus groups, job aids, and recurrent training.- Identify training content needs in partnership with Regional Manager, Program Managers, and Business Owners.- Deliver coach-backs and mentor ISD’s to improve performance.- Administer written and practical examinations to evaluate quality of material.- Promote and foster a continuous improvement culture within the organization.**Personnel Development and Staff Management**- Develop and monitor performance standards and measurements of the ISD team.- Manage Instructional Designers to ensure the efficiency of material development in line with Business Owner requirements, process flows, and appropriate deadlines.- Conduct audits on employee performance in the areas of productivity, evaluation skill, and policy compliance.- Provides direct leadership to the team through business processes and practices designed to support employee retention, productivity, profitability, and customer satisfaction.- Partner with HR to administer corrective action when needed to ensure compliance with company, site, and departmental policies and procedures.**Additional responsibilities include**:- Driving improvement initiatives in customer satisfaction.- Timely response and resolution of customer escalations to Percepta Business Clients.- Analysis of metrics not meeting the target or showing sustained improvement.- Development of action plans to address underachieving performance.**What You Bring to the Role**- Bachelor’s degree or equivalent work experience required.- 3-5 years of supervisory experience in managing team members within a Training department.- Minimum five years of training contact center experience preferred.- Training in process improvement or Six Sigma methodology preferred.- Possess a sound understanding of positive coaching techniques.- Ability to design solutions incorporating a variety of learning products.- Ability to work with virtual groups.- Familiar with call center basics and the technology involved.**What You Can Expect**- Monthly Salary of $ 25,000 pesos- Annual Vacations (16 days)- 25% vacation bonus 1st year, 50% 2nd year- Christmas Bonus 15 days.- Groceries Card- Restaurant Card after 90 days in the company.- Saving Fund 13%- Life insurance- Medical Insurance- Training and Development Programs (Percepta College)- Employee Rewards Program (Perci Perks)**A Bit More A