Learning & Development Officer

About Us

Helpware is a technology-driven company with offices in the USA, Ukraine, Mexico, and the Philippines that provides Customer Experience and Operational Support for modern companies. Our team of professionals is driven by the purpose of delivering best-in-class value-added services to our partners by leveraging empowered teams, innovative solutions, and technology.

Our Cebu team is growing, and we're looking for an experienced Instructional Designer to join our Learning & Development team.

About the Role

The Instructional Designer is responsible for translating business needs into impactful learning solutions that improve employee performance, knowledge, and skills in a contact center environment. This role will partner with stakeholders and subject matter experts to design, develop, implement, and evaluate learning programs aligned with business objectives.

The successful candidate will create engaging learning experiences across multiple delivery methods, including instructor-led training, virtual classrooms, eLearning, web-based training, and blended learning solutions.

What You'll Do

• Apply the ADDIE instructional design methodology and adult learning principles to develop effective learning solutions.
• Conduct learning needs analysis and identify performance gaps.
• Collaborate with subject matter experts and stakeholders to gather requirements and define learning objectives.
• Design and develop high-quality instructional materials, including:
• Instructor and participant guides
• Storyboards and design documents
• eLearning modules and web-based training
• Video scripts
• Job aids and reinforcement materials
• Learning prototypes and assessments
• Manage the content review process and incorporate stakeholder feedback.
• Evaluate learning effectiveness through surveys, interviews, focus groups, observations, assessments, and performance data.
• Review existing training content and identify opportunities to improve learner engagement, retention, and performance outcomes.
• Partner with Learning & Development teams and business stakeholders across multiple locations.
• Support special projects and occasional travel requirements when needed.

Qualifications Required

• Bachelor's Degree in any field.
• At least 2 years of experience in Instructional Design, Learning & Development, Curriculum Development, or Training within a BPO/contact center environment.
• Strong understanding of adult learning principles and instructional design methodologies.
• Experience creating instructor-led, virtual, and eLearning learning solutions.
• Excellent written and verbal communication skills.
• Strong project management, organization, and time management skills.
• Strong analytical, problem-solving, and decision-making abilities.

Preferred

• Certification in Adult Learning, Curriculum Design, Instructional Design, Learning & Development, or related fields.
• Experience working with cross-functional and global teams.

Technical Skills

• Proficiency in Microsoft Office applications (Excel, Word, PowerPoint, Outlook).
• Working knowledge of Microsoft Visio.
• Experience using eLearning authoring tools such as Articulate, Adobe Captivate, or similar platforms.

Work Setup

• Onsite work arrangement
• Cebu City
• Full-time position

Pay: Php30,000.00 - Php35,000.00 per month

Benefits:

• Company events
• Health insurance
• Opportunities for promotion

Application Question(s):

• Are you comfortable with graveyard, shifting and working during the holidays?
• Can you work onsite at IT Park, Cebu?
• What's your previous and expected salary?
• This is an urgent role, are you able to start ASAP?
• How many years of L&D experience you have?

Experience:

• BPO/contact center enviroment: 1 year (Required)

Work Location: In person