Lead, Global Contact Center Training and Development

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 Royal Caribbean International brand has an exciting career opportunity for a full time Global Contact Center Training and Development Lead reporting to the Manager, Global Learning.

 

This position will be based in Florida

 

Position Summary:

 

The Global Contact Center Training Developer Lead is responsible for providing strategic support, leadership, and direction for the success of the global contact centers. The Global Training and  Development Lead will be responsible for managing multiple training development projects at any given time, with stakeholders from various business units within the company. This position aligns with Trade Support and Service Leadership and Royal Guest Experience to execute on learning initiatives encompassing a broad range of courses, supporting contact centers in the United States, Manila, Netherlands, Germany, Romania, Guatemala, and Jamaica.  

 

The Global Contact Center Training and Development Lead will support the strategy that executes comprehensive training development, unique to the business environment and business requirements (i.e. strategy changes, leadership development programs, identify business goals and performance gaps as well as areas of strategic opportunities).  Guides and directs a team of Senior Global training developers to align training development, course content and delivery mechanism with business strategies for North America, Australia, New Zealand, United Kingdom and Ireland, Mexico, Singapore, Germany, Spain, France, Italy and all International Representatives from LACAR and EMEA. This role will also provide consultative services with the China office to align on content and best practices.

 

Essential Duties and Responsibilities:

 

• Direct the design and development of training curriculums, content, and guides for utilizing traditional and e-learning approaches for over 2,000 employees globally.

  

• Initiate and lead teams to implement solutions to complex multi-department training performance and/or performance quality issues across the global contact centers. 

  

• Lead the technical administration of the organization's Learning Management System, virtual classroom and manage integrating courses and collaborating with the vendor and IT department to ensure optimal functionality.

  

• Lead the execution of strategic organizational direction and vision for course development for training programs while managing course development standards.

  

• Direct the execution of multiple training design storyboards simultaneously across varying topics for all facets of the global contact center organization.

  

• Formulate the analysis and metrics required to measure success, and ROI for all training developed.

  

• Ability to interpret analytical results into meaningful business terms and translate business needs to training topics. 

  

• Present recommendations and project updates to all levels of management.

  

• Partner with Global Contact center Leadership to design, develop and deploy business critical needs assessments to identify areas of opportunity, recommend and execute courses of action.

  

• Manage projects and training development activities from inception to execution, ensuring that risks are reviewed and mitigated, issues are escalated and resolved, and changes are documented and approved.

  

• Recommend learning strategies to Senior Leaders to improve development of content, authoring tool, effectiveness of development team and facilitators.

  

• Lead collaboration with the business units, Training Leadership and subject matter experts to design, develop and review curriculum for all current and new training initiatives.

  

• 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.

  

• Lead the execution of feedback on issues identified through the multiple training channels, and devise the solutions/actions to be taken.

 

• Lead a diverse team of professionals spanning multiple locations and time-zones.

  

• Interview, hire, train, and coach employe