Contact Center Trainer

MSC Cruises • Fort Lauderdale, FL

1d • Hybrid

About The Position

MSC Cruises, the world’s third largest cruise line brand is expanding its Contact Center team in the USA. Reporting to the Training & Development Manager, Contact Center, the Contact Center Trainer will be responsible for delivery of all training to contact center employees, up to and including new hire, system upgrades, enhancements and changes to business rules and policies in the North American Market. Facilitate Train the Trainer sessions, as well as classroom delivery supporting the following contact center departments: Inbound, Outbound, Casino, Groups, and Resolutions. This position is hybrid, however, during active training classes you are required to be in the office 5 days a week, 9-6pm EST.

Requirements

• Must possess excellent interpersonal skills.
• Should effectively build relationships and encourage collaboration in order to create positive and significant outcomes.
• Strong Verbal, and Written Communication Skills Required.
• Must demonstrate strong initiative.
• Must possess effective facilitation and presentation skills.
• Must have the ability to work evening hours as needed.
• Must be able to utilize a variety of instructional methods in order meet the needs of the team.
• US Passport or US Permanent Resident
• MSC Cruises is an E-Verify employer

Nice To Haves

• 3+ years of experience in training and development preferred.
• Previous Contact Center/ Sales experience preferred.
• Knowledge of principles, methods, and practices of adult education and training preferred.
• Experience with Articulate 360 and virtual training preferred.
• Occasional domestic/international travel may be required.

Responsibilities

• Facilitates robust training programs ensuring a smooth and efficient transition into the contact centers operations
• Provides feedback to leadership regarding opportunities identified through training facilitation and recommends solutions and actions to improve performance
• Works directly with cross functional departments to understand new products, programs, upgrade existing programs and policies that require development of recurrent training modules
• Supports the creation, design and development of training curriculums utilizing traditional and eLearning strategies
• 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.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed