This site uses cookies. To find out more, see our Cookies Policy

Specialist, Intranet Content in Miami, FL at Royal Caribbean Cruises Ltd.

Date Posted: 1/24/2019

Job Snapshot

Job Description

Position Summary:


Design, develop, and deliver global contact center communications with a broad audience of all areas of Domestic Trade Support and Service, and our International Contact Centers located in United States, Manila, Netherlands, Germany, Romania, Guatemala, and Jamaica.
Ensure all articles on Knowledge Desk are up-to-date, with a focus on readability and ease of use, for all markets i.e., United States, Australia, New Zealand, United Kingdom and Ireland, Mexico, Singapore, Germany, Spain, France, Italy and all International Representatives from LACAR and EMEA.
Foster positive relationships with content owners, market leads (Internationally and Domestic), and business owners for all global contact centers.  Attend meetings to stay informed of upcoming policy/product changes.  Act quickly, responsibly, and accurately during unforeseen events to communicate timely information to all global front line agents.


Essential Duties and Responsibilities:

  • Design, develop, and deliver intranet web-pages with information about products, procedures, and policies for all markets both Domestic and International for all global markets.
  • Design, develop, and deliver email communications to accompany web-pages, with an audience of all global contact center employees.
  • Coordinate with other team members to ensure constant after-hours availability for emergency communications.
  • Work with cross functional departments and external vendors to understand new products, programs and policies that require development and updating of Knowledge Desk articles.
  • 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
  • Develop communications under high-stress, high-accuracy, and low-latency conditions during incidents.
  • Foster positive relationships with content owners, market leads (both domestically and internationally), and business owners for all global contact center to ensure timely sharing of information.
  • Coordinate with team members to ensure update requests received are responded to in a timely manner.
  • Be proactive about taking on tasks that will improve content relevancy or user acceptance.

 

Job Requirements

Qualifications:

  • Bachelors Degree in an Information Technology or Business related field.
  • 2-5 years' experience with analyzing data and providing process improvement recommendations.
  • 2-5 years' experience with website design, development and maintenance 
  • Experience in multi-language combination a plus
  • Microsoft Office suite skills
  • Excellent written and verbal communications skills, grammar, proofing, and editing skills; and strong ability to convert technical information into easy to understand documents
  • Must either be able to build websites in HTML, or experience designing communications for global audiences?
  • Graphics design experience a plus
  • Software specification interpretation skills
  • Able to work effectively with all levels in the organization
  • Must have the ability to work independently, manage multiple projects and perform comfortably in a deadline oriented work environment
  • Must be able to adapt to shifting priorities and align activities to meet organizational goals
  • Expert knowledge of all department policies and procedures within Royal Caribbean Cruises Ltd.

Stay Connected!

If you’re interested in career opportunities, but not ready to apply, join our Talent Network to stay connected to us and receive updates on the latest job opportunities and company news.

Cruise