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Sr. Global Call Center Training Developer

Royal Caribbean Group

Royal Caribbean Group

Software Engineering, Customer Service
Miami, FL, USA
Posted on Monday, December 11, 2023

Journey with us! Combine your career goals and sense of adventure by joining our exciting team of employees. Royal Caribbean Group is pleased to offer a competitive compensation and benefits package, and excellent career development opportunities, each offering unique ways to explore the world.

The Royal Caribbean Group’s Silversea Cruises brand has an exciting career opportunity for a full time Sr. Global Call Center Training Developer on the Training and Development Team reporting to the AVP, Global Guest Services.

Silversea is the defining name in luxurious cruise travel by distinguishing itself in the ultra-luxury market with its elegant, all-suite ships, all-inclusive pricing, worldwide itineraries, and genuine hospitality. We are proud of our reputation as the "World's Best" cruise line and seek individuals who take personal pride in their work to join our award-winning team.

Position Summary:

In this role, you will be the primary designer and developer of curriculum content, training material, training modules, job aids, etc. for all areas of Trade Support and Service, Royal Guest Experience, Consumer Outreach, One Touch Hospitality, and the global markets, i.e., North America, Australia, New Zealand, United Kingdom and Ireland, Mexico, Singapore, Germany, Spain, France, Italy and all International Representatives from LACAR and EMEA.

You will work closely with the Contact Center Trainers, subject matter experts and other respective business units to fulfill the business requirements of the training materials designed/developed. This will entail ensuring training solutions and technology provided are aligned with business goals to achieve and exceed customer’s expectations in contact centers located in The United States, Manila, Netherlands, Germany, Romania, Guatemala, and Jamaica.

This position will work on-site in Miami, Florida.

Essential Duties and Responsibilities:

  • Design; develop training curriculums, content, guides for utilizing traditional and e-learning approaches for use in various markets and learning environments.
  • Perform technical administration of the company Learning Management System, integrating courses and collaborating with our IT department to ensure optimal functionality
  • Execute multiple training design storyboards simultaneously across varying topics for all facets of the global contact center organization
  • Maintain strategic direction and vision for course development for training programs while enforcing course development standards
  • Work with cross functional departments and external vendors to understand new products, programs and policies that require development of recurrent training modules
  • Stay informed as to relevant skill and qualifications levels required by staff for effective performance; circulate requirements and relevant information to the organization as necessary
  • Recommend learning strategies to Training Lead, and Senior Leaders to improve delivery of content and effectiveness of facilitators.
  • Collaborate with the business units, Contact Center Trainers and subject matter experts to develop and review curriculums for all current and new training initiatives
  • Supports managing the onboarding process of new employees into the company and/or department, by facilitating a robust new hire training program averaging 6 weeks, ensuring a smooth and efficient transition into the contact centers operations
  • Conduct needs assessment for new requests, identify appropriate learning approach and apply appropriate learning theories
  • Act as an educational resource to support professional development plans for employees.
  • Provide feedback on issues identified through training and recommends solutions/actions to be taken

Qualifications, Knowledge and Skills:

  • Undergrad degree in Education or Instructional Design
  • 5-7 years Training or teaching experience
  • 3-4 years content writing, and/or training development
  • Knowledge of in role and scenario-based instructional course development
  • Excellent written and verbal communications skills, grammar, proofing, and editing skills; and strong ability to convert technical information into easy-to-understand documents
  • Advanced knowledge of desktop publishing and eLearning creation tools, specifically Adobe Captivate 6/7
  • Website and online tutorial design and development skills
  • Knowledge in online graphics design
  • Development of self-taught and instructor led high tech product end-user and technical personnel training from the initial analysis and design through evaluation and revision after delivery
  • Must be a highly motivated, self-starter who will initiate and drive the entire process
  • Should effectively build relationships and encourage collaboration to create positive and significant outcomes
  • Able to accept accountability and manage execution of individual and project team results

We know there's a lot to consider. As you go through the application process, our recruiters will be glad to provide guidance, and more relevant details to answer any additional questions. Thank you again for your interest in Royal Caribbean Group. We'll hope to see you onboard soon!

It is the policy of the Company to ensure equal employment and promotion opportunity to qualified candidates without discrimination or harassment on the basis of race, color, religion, sex, age, national origin, disability, sexual orientation, sexuality, gender identity or expression, marital status, or any other characteristic protected by law. Royal Caribbean Group and each of its subsidiaries prohibit and will not tolerate discrimination or harassment.