Senior Developer, Global Contact Center Training

Celebrity Cruises, Inc.   •  

Miami, FL

Industry: Hospitality & Recreation


5 - 7 years

Posted 210 days ago

This job is no longer available.

Work closely with the Contact Center Trainers, subject matter experts and other respective business units to fulfill the business requirements of the training materials designed/developed. Ensure training solutions and technology provided are aligned with business goals to achieve and exceed customer's expectations in contact centers located in The United States, Manila, Netherlands, Germany, Romania, Guatemala, and Jamaica.

Essential Duties & Responsibilities:

  • Design; develop training curriculums, content, guides for utilizing traditional and e-learning approaches for use in various markets and learning environments.
  • Perform technical administration of the company Learning Management System, integrating courses and collaborating with our IT department to ensure optimal functionality
  • Execute multiple training design storyboards simultaneously across varying topics for all facets of the global contact center organization
  • Maintain strategic direction and vision for course development for training programs while enforcing course development standards
  • 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
  • Recommend learning strategies to Training Lead, and Senior Leaders to improve delivery of content and effectiveness of facilitators.
  • Collaborate with the business units, Contact Center Trainers and subject matter experts to develop and review curriculum for all current and new training initiatives
  • Supports managing the onboarding process of new employees into the company and/or department, by facilitating a robust new hire training program averaging 6 weeks, ensuring a smooth and efficient transition into the contact centers operations
  • 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. Provide feedback on issues identified through training and recommends solutions/actions to be taken

Job Requirements


  • Undergrad degree in Education or Instructional Design required
  • 5-7 years Training or teaching experiencerequired
  • 3-4 years content writing, and/or training development required
  • 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 Adobe Captivate 6/7
  • 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 in order to create positive and significant outcomes
  • Accepts accountability and manages execution of individual and project team results