Sr. Global Contact Center Training Developer in Springfield, OR at Royal Caribbean Cruises Ltd.

Date Posted: 11/6/2019

Job Snapshot

Job Description

POSITION SUMMARY:
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)

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. Ensure training solutions and technology provided are aligned with business goals to achieve and exceed customers’ expectations in contact centers located in The United States, Manila, Netherlands, Germany, Romania, Guatemala, and Jamaica.
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ESSENTIAL DUTIES AND RESPONSIBILITIES:

  1. Design; develop training curriculums, content, guides for utilizing traditional and e-learning approaches for use in various markets and learning environments.
    2. Perform technical administration of the company Learning Management System, integrating courses and collaborating with our IT department to ensure optimal functionality
    3. Execute multiple training design storyboards simultaneously across varying topics for all facets of the global contact center organization
    4. Maintain strategic direction and vision for course development for training programs while enforcing course development standards
    5. Work with cross functional departments and external vendors to understand new products, programs and policies that require development of recurrent training modules
    6. Stay informed as to relevant skill and qualifications levels required by staff for effective performance; circulate requirements and relevant information to the organization as appropriate
    7. Recommend learning strategies to Training Lead, and Senior Leaders to improve delivery of content and effectiveness of facilitators.
    8. Collaborate with the business units, Contact Center Trainers and subject matter experts to develop and review curriculum for all current and new training initiatives
    9. 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
    10. Conduct needs assessment for new requests, identify appropriate learning approach and apply appropriate learning theories
    11. 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
    12. Performs other duties as required.  This job description in no way states or implies that these are the only duties to be performed by the employee occupying this position. Employees will be required to perform other job-related duties assigned by their supervisor or management
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Job Requirements

QUALIFICATIONS:
Undergrad degree in Education or Instructional Design required
5-7 years Training or teaching experience required
3-4 years content writing, and/or training development required
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KNOWLEDGE AND SKILLS:

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 in order to create positive and significant outcomes

 Accepts accountability and manages execution of individual and project team results
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PHYSICAL DEMANDS:
The physical demands described here are representative of those requirements employees must meet to perform the essential functions of this job with or without reasonable accommodations.  The employee is regularly required to sit, stand, write, review and type reports, compile data, and operate a pc. The employee communicates, listens, compares variables, and assesses information. The employee regularly moves about the office complex, and may climb, descend, lift or move 10 pounds.
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WORK ENVIRONMENT:
The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of the job with or without reasonable accommodations. The environment includes office location, and /or moving inside/outside the office. A high noise level is possible if visiting shipboard or offsite locations. Travel required up to 30%.

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**************************************************************************************It 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. RCL and each of its subsidiaries prohibit and will not tolerate discrimination or harassment.
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