POSITION SUMMARY:

The Senior Global Contact Center Trainer collaborates with Training Leadership to provide coaching and guidance to Global Contact Center Trainers across all sites.  This position evaluates training delivery, and trainer progress, measures results, and recommends changes. Individuals in this role are responsible for managing one or more projects at any given time.

 

Responsible for delivery of all training to global contact center employees, up to and including leadership training, new hires, system upgrades, enhancements, and changes to business rules and policies in the United States, Manila, Netherlands, Germany, Romania, Guatemala, UK, Norway, and Australia.

Supports the design and development of all training content and delivers training classes for Leadership and staff members to ensure that established training goals/objectives are met. Monitors the quality/effectiveness of courses and presentations and recommends revisions/modifications as needed. Facilitate train the trainer sessions, as well as training delivery supporting the following markets, 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:

Manages the onboarding process of new employees into the company and/or department, by facilitating a robust new hire training program, ensuring a smooth and efficient transition into the contact center's operations. New hire training programs may be up to 15 weeks at a time. Prepare and support a learning community of staff facilitators to lead online and in-person pieces of training 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. Provide coaching and guidance to vendor partners to ensure training alignment. Partner with Leadership to design and carry out needs assessments to identify areas of opportunity and recommend courses of action. Track and report on project/program status, ensuring that risks are reviewed and mitigated, issues are escalated and resolved, and changes are documented and approved. Research, and recommends facilitation strategies and technology to Training Leadership to deploy targeting the strategic direction of the business on improving efficiency Analyze data collected by Quality Assurance and business SMEs (Subject Matter Experts) to improve training programs for employees to optimize performance on key business metrics Provides feedback to Training Leadership regarding opportunities identified through training facilitation and recommends solutions and actions to improve performance. Direct partnership with the Business Supervisors, Managers, and Quality Assurance to maximize the effectiveness of the Knowledge Desk, Homeport, Business Systems, and brand certification programs, Works directly with cross-functional departments, i.e., I.T., Marketing, and Sales to understand new products, programs, and policies that require the development of recurrent training modules Establishes working relationships with Sales, Global, and Corporate HR Training Departments to implement new learning solutions and upgrade existing programs Supports the creation, design, and development of training curriculums utilizing traditional and eLearning strategies Acts as an educational resource to support professional development plans for employees Assists with recruiting and interviews of new employees in the training department Manages communication of company, brand, and promotional updates to all global contact centers Travel to domestic as well as international locations up to one at a time to facilitate training sessions  Facilitate the delivery of brand training initiatives 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

 

QUALIFICATIONS, KNOWLEDGE, AND SKILLS:

3+ years of experience in training and development required Bachelor's degree preferred Experience in Trade Support & Service, Consumer Outreach, Royal Guest Experience, or previous Contact Center experience preferred 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 possess excellent interpersonal skills Should effectively build relationships and encourage collaboration to create positive and significant outcomes Must be able to identify training needs, conduct research, draw upon a variety of resources, propose targeted and creative solutions, and translate ideas into action Strong communication skills required Must demonstrate strong initiative Must possess effective facilitation and presentation skills Technical Writing, Teaching/Training, performance measuring, multimedia, curriculum, and course development Must have the ability to work evening and weekend hours as needed Must demonstrate consulting, project management, and organizational skills Must demonstrate effective questioning and listening skills Must be able to utilize a variety of instructional methods in order to meet the needs of the team Must ensure all training activities and materials meet with relevant organizational and statutory policies, including health and safety, employment, and equality laws 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 The employee is regularly required to sit, stand, write, review and type reports, compile data, and operate a pc The employee communicates, listens, compares variables, and assesses information. The employee may visit and move about offices and may climb, descend, lift, or move 10 pounds The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of the job with or without reasonable accommodations This role primarily works in the office and /or moving inside/outside the office