logo logo
Instructional Design

Lead, Global Contact Center Training and Development

Job Type Full-Time  
Experience Level Mid  
Organization Type Corporate L&D  
Pay Range TBD  

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 employees to develop a highly performing team. Some direct reports may reside in a remote location.
  • Manage performance, productivity and accuracy of team members, including performance appraisals.
  • Ensure a balanced workload among all direct reports.
  • 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 appropriate.
  • Travel to domestic as well as international locations for an average of 1 – 3 weeks to facilitate training sessions.

Qualifications, Knowledge and Skills:

  • Bachelor’s degree in Education, Instructional Design, or a closely related field of study.
  • 5-7 years of training or teaching experience.
  • 3-4 years of content writing, and/or training development.
  • 3-4 years of relevant supervising or management experience or equivalent.
  •  Certification in Performance Technologist and/or Professional Learning and Performance.
  •  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 Articulate Storyline.
  • 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.
  • Accepts accountability and manages execution of individual and project team results.
  • Ability and willingness to travel up to 30% of the time.

Preferred Qualifications:

  • Graduate degree in a Learning discipline preferred.
  • 1-2 years of experience in web design, content writing, and/or training and development preferred.

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!

About Organization

At Royal Caribbean Group, we deliver unforgettable vacations to guests who trust us with life’s greatest moments. We build the best ships, and even better careers, all while doing the right thing. We are passionate. We are innovative. We are unstoppable. We open the world to our employees. Your journey is our journey — chart your own course. Journey with us!