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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 Training Lead is responsible for providing strategic support, leadership and direction for the success of the global contact centers. The Global Training Lead will be responsible for managing multiple training projects at any given time, with stakeholders from various business units within the company. This position aligns with Royal Caribbean International, Celebrity Cruises, and Silversea within the Trade Support and Service, Consumer Outreach, and Royal Guest Experience business units to execute on learning initiatives encompassing a broad range of courses, supporting contact centers in but not limited to United States, Philippines, Mexico, Netherlands, Germany, Romania, Guatemala, UK, Norway, Australia, and China.

Global Training Lead will support the strategy that executes comprehensive training, 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). Guide and direct a team of global trainers to align training development, content, and delivery with business strategies for North America, Australia, New Zealand, United Kingdom and Ireland, Mexico, Singapore, Germany, Spain, France, Italy, Brazil, China, and all International Representatives from LACAR and EMEA (Europe, Middle East, and Africa).

Essential Duties and Responsibilities:

Direct the training design, development and delivery of training for over 2000 employees globally
Initiate and lead teams to implement solutions to complex multi-department training, performance and/or quality issues across the global contact centers
Prepare and support a learning community of staff facilitators to lead online and in-person trainings and other professional development activities, employing strategies such as training-for-trainer sessions, ongoing refresher sessions, formal and informal coaching and feedback, modeling, collaboration, and community building, as appropriate to training organization goals.
Formulate the analysis and metrics required to measure success, and R.O.I. for all training delivery
Leads the execution of strategic organizational training plans to support global business needs
Partner with Global Contact Center Leadership to design and deploy business critical needs assessments to identify areas of opportunity, recommend and execute courses of action.
Ability to interpret analytical results into meaningful business terms and translate business needs to training topics
Manage projects and training programs from inception to execution, ensuring that risks are reviewed and mitigated, issues are escalated and resolved and changes are documented and approved.
Present recommendations and project updates to all levels of management.
Lead a diverse team of professionals spanning multiple locations and time-zones
Support the Incident Response process and deployment for all domestic contact centers
Interview, hire, train, and coach employees to develop a highly performing team. Some direct reports may reside in a remote location
Manage training preparation with direct reports
Manage performance, productivity and accuracy of team members, through training observation and coaching; including performance appraisals.
Ensure a balanced workload among all direct reports
Travel to domestic as well as international locations for an average of 3-5 weeks to facilitate training sessions to brand leaders
Address performance and quality gaps through RCG's performance improvement process.

Qualifications, Knowledge and Skills:

Undergrad degree in Education or Instructional Design required

Certification in Performance Technologist and/or Professional Learning and Performance required

5-7 years training or teaching experience required

3-4 years relevant supervising or management experience or equivalent preferred

Excellent verbal and written communication skills and outstanding presentation 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

Must have experience with adult learning theory and practice skills

Excellent interpersonal skills and customer-oriented focus

Accepts accountability and manages execution of individual and project team results

Demonstrates a wide degree of creativity with strong analytical and problem-solving skills

Must have supervisory and coaching skills to thoroughly develop/challenge team to achieve high performance

Must be able to travel

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.

While performing job functions the employee is regularly required to sit, stand, write, review and type reports, compile data, operate a computer, communicate, listen, and assess information.

The employee may move about the office complex, may travel to other office locations, and may lift, push, pull or move 10 pounds.

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.

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Nearest Major Market: Lakeland

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