Job Description

We are partnering with our client to identify an experienced Instructional Design Consultant to create a customized 6-week customer service training program for their IT service desk and customer-facing technical teams. As no existing program is in place, this initiative will be built from the ground up.

Project Objective:

The program aims to cultivate a customer-centric mindset across the IT department--specifically among call center staff, field technicians, and end-user device teams. It will emphasize accountability, empathy, and proactive problem-solving, empowering team members to serve as a single point of contact for internal customers. The overarching goals are to reduce escalations, improve end-user satisfaction, and minimize staff burnout by promoting high-quality, consistent service interactions.

Target Audience:

Call Center Staff Field/Hub Technicians End User Devices Team

Project Timeline:

Start Date:

TBD

Deployment:

September 2025

Duration:

TBD (Consultant will propose a project timeline and estimate)

Location:

Onsite in Toronto, Canada

Required Experience:

Extensive Instructional Design experience, particularly in instructor-led training (ILT) Background in designing training for IT support and call center environments Strong capabilities in training needs analysis and gap assessments Experience in developing accurate project estimates for learning and development initiatives Familiarity with training metrics and ROI methodologies to support and validate proposed solutions



The pay range for this is $75.00 - $85.00 per hour. Individual pay is determined by a number of factors, including but not limited to skill set, depth of experience, relevant education, certifications and specific work location.

Clarity Consultants is an Equal Opportunity, Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, national origin, orientation, gender identity, disability or protected veteran status.