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Instructional Designer - Any FCR Location

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Instructional Designer

Job Description

Position Overview

The Instructional Designer serves a critical role in understanding the internal and external customer needs and then interpreting and transforming them into training and resources that serve to onboard and up-skill the colleagues working in that field. This is a pivotal role has a direct impact on the productivity and the services delivered to our clients world-wide. This position will be responsible for the design, development, delivery, evaluation, as well as enhancement and maintenance of colleague online and instructor-led training. This individual will use the latest technology to create learning content and colleague development experiences that ensure our contact center associates are onboarded efficiently and continuously trained, so that they are able to deliver the best experience to their customers. This role executes on all business imperatives in alignment with FCR’s Mission, Vision, and Values.


The Instructional Designer reports to the Director of Learning & Development.

Essential Functions and Duties

  • Design and implement strategy to optimize knowledge base in support of meeting and exceeding operational and internal goals and metrics 
  • Conceive, design, and develop training programs and materials utilizing the latest instructional and distribution methods 
  • Build e-Learning, instructor-led or blended solutions to best suit the content and audience 
  • Build upon contemporary methods of adult learning theory, social and mobile learning, and curriculum design to shape e-learning, instructor-led, and blended approach education and guidance 
  • Create, build, and distribute custom analytics and reports based on goals and metrics 
  • Coach users on knowledge base tools and coordinate with operations, training and quality teams to produce educational content within the knowledge base 
  • Work closely within the training department and other departmental roles including Program Managers (PMs), Subject Matter Experts (SMEs), Directors, and project teams
  • Other duties and projects as assigned


  • Ability to facilitate focus groups, usability sessions and subject matter expert interviews as well as identify and document key themes emerging from these activities 
  • Ability to manage responsibilities and priorities in a fast-paced and time-critical environment 
  • Basic Project Management skills 
  • Excellent presentation/facilitation skills 
  • Knowledge of call center business and/or experience desired 
  • Experience using e-Learning / Learning Management System software 
  • Exceptional facilitation and communication skills for delivery of company-wide programs, team building sessions, and change management projects
  • Strong team player with a high sense of urgency and motivation to see the whole team succeed
  • Unwavering integrity and ability to maintain confidentiality
  • Strong attention to detail and sense of urgency
  • Excellent written and verbal communication and interpersonal skills
  • Competent in using a variety of software and systems including Microsoft Office and others

Additional Qualifications

  • Bachelor’s or equivalent experience, preferred
  • 5+ years of experience in instructional design and facilitating workplace education
  • Knowledge and skill using instructional design platforms (Articulate, Captivate, Rise, etc.) 
  • Proficiency in MS Office products 
  • Skill using Video Animation 
  • Adept in audio editing 
  • Knowledge of and practical application of Adult Learning Theory and instructional design principles 

Physical Demands and Working Conditions

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of the job. Reasonable accommodations may be made to enable individuals to perform the essential functions.

  • Physical Demands: Sitting up to 100% of the time
  • Working Conditions: Indoor office environment, use of telephone and headset (up to 100% of the time), computer and other office equipment

FCR Hiring Minimum Requirements

  • High school graduate or equivalent
  • Employment contingent upon approved background check

At Home Requirements

Colleagues hired for Work from Home positions are responsible for providing and maintaining a functioning workspace as part of the terms of employment with FCR.


Physical Setup

  • Quiet work environment, free of background noise
  • Desk and chair or sit /stand desk meeting the individual’s ergonomic requirements including any special accommodations required
  • This position requires that you work from the address listed on your employee profile



  • A high-speed, Internet connection is required and must be available at all times
  • Phone (Smartphone, landline, cell phone) to communicate with your supervisor or IT Help desk when your computer is not available


Disclaimer: This is not necessarily an exhaustive list of all responsibilities, duties, skills, efforts, requirements or working conditions associated with the job. 

Or, know someone who would be a perfect fit? Let them know!

Perks & Benefits

Our goal at FCR is to support our people and make sure your experience with us is fun and rewarding! Our call centers have a culture that allows you to be yourself and focus on giving customers the best experience possible. We believe if we take care of you, you will take care of our customers – and that’s how it should be. Here are just some of our benefits and perks that you can enjoy as an FCR colleague.

  • An unbeatable work atmosphere

    We like to have FUN at FCR, and we have created an environment to work in that is comfortable, and that allows us to work hard and have fun at the same time. We have things like spacious break rooms with video games, snacks, drinks, and more. We have weekly fun activities and events, contests, and raffles.

  • Paid Time Off (PTO)

    Paid time off is accrued and can be used for planned time (for vacation) or unplanned time (for sick-time).

  • Paid Holidays

    FCR observes and allows time off with pay for 7 major holidays.

  • Healthcare Plan

    FCR offers comprehensive healthcare insurance to employees and their families. Coverage includes medical and hospital care as well as prescription drug coverage.

  • Dental Plan

    FCR offers dental care to all employees and their families.

  • Vision Plan

    FCR offers a vision plan for all employees and their families.

  • Medical Expense Reimbursement Plan (MERP)

    FCR offers a medical expense reimbursement plan to offset the cost of health insurance deductibles.

  • Flexible Spending Accounts (FSA)

    Healthcare and Dependent Care Accounts are available to all FCR colleagues. You select the amount to set aside each year up to annual limits.

  • Short Term Disability

    FCR offers short term disability to all colleagues. The cost is based on wages and colleagues are eligible to receive up to 60% of wages for up to 24 weeks.

  • Long Term Disability

    FCR offers LTD for all colleagues enrolled in the company healthcare plan.

  • Basic Life and AD&D Insurance

    This is a company-paid benefit for all FCR colleagues who are enrolled in our healthcare plan.

  • Voluntary Life and AD&D Insurance

    You can enroll yourself, your spouse, and/or your children. Cost is based on age and the amount of coverage selected.

  • Employee Assistance Program (EAP)

    FCR offers this company-paid benefit for all employees. Services include counseling, wellness benefits, and discounts.

Colleague life at FCR.

Coming to work at FCR means challenging yourself every day. We believe in ideas like honesty, transparency, and openness. There literally are no closed doors at FCR because we think people should be able to communicate their ideas and thoughts openly. We are a collaborative organization that strives to create an open environment in which great work can be achieved. We also like to have just as much fun as we much as we like to work hard. There is always something happening in one of our centers.


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