POSITION SUMMARY:

This position is responsible for driving learning strategies for the success of the global contact center employees supporting all brands of the Royal Caribbean Group.  The Global Learning Manager will plan, direct, and coordinate learning initiatives of a team charged with the execution of training for all channels, encompassing a broad range of courses, supporting contact centers in the United States, Manila, Netherlands, Germany, Romania, Guatemala, and Jamaica.  Global Learning Manager will be responsible for strategic planning to tactical execution including analyzing organizational needs, creating alignment with business strategy, day-to-day operations and execution, vendor management, and stakeholder management.

 

ESSENTIAL DUTIES AND RESPONSIBILITIES: 

Manage professional training staff responsible for completing significant training projects and initiatives that drive measurable performance improvements. Engage and partner with vendors and leadership of these departments to ensure alignment. Partner with contact center vendor to ensure delivery of consistent brand and business rule training across all global markets, consistent with the brands vision. Creates and implements training strategies to meet the current and future needs of the global contact center business units. Lead end-to-end learning program operations, project teams and resources within a highly matrixed organization to ensure timely and on-budget execution of project deliverables and learning programs, gather and analyze evaluation/feedback and measure business impact. Drive the strategy and roadmap that aligns the learning objectives to business goals and priorities across audience groups (managers, employees, leaders). Lead internal training audits to ensure that learning requirements are followed. Analyzes, and interprets contact center performance levels and assess recurrent training needs for all global contact centers employees. Utilize guidance from strategic objectives by global markets to collaborate on the design and development of new syllabuses or improve existing content.   Plans the analysis and study of the global contact centers opportunities involving communication flow, responsiveness, guest and travel agent perception of service.  Directs all training efforts across the global centers.  Build and strengthen the relationship with all supporting departments that have a direct impact and influence on the overall knowledge needed by the global contact center employees.  Drive cohesive and continuous communication with all brands marketing, sales, and hotel operations teams, globally, to implement a seamless transfer of knowledge to all global contact centers mitigating the risk of the brands’ strategies not being represented appropriately.  Leverage performance insights and analytics from interactions to proactively drive changes to learning programs.  Partners with Quality Assurance and Knowledge Management teams to ensure 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 any other job-related duties assigned by their supervisor or management  

Financial Responsibilities

Review and approve short to long-term financial budget strategies related to training projects.  Works with Senior and Executive leadership on strategic plan targets.  Manage G&A budget requirements $1mil to meet organizational goals.

 

QUALIFICATIONS, KNOWLEDGE, AND SKILLS: 

Bachelor of Arts, or Bachelor of Science in a related field required.   5 -10 years in a leadership role for a learning and development organization. Experience managing facilitators, trainers, instructional designers, content specialist and or quality assurance functions. Master’s in Educational Administration, or Instructional Design preferred. An equivalent combination of education and experience preferred.  Professional training certification preferred.  Must be amenable to travel  Ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, or governmental regulations.  Ability to write reports, business correspondence, and procedure manuals.  Ability to effectively present information and respond to questions from groups of managers, clients, customers, and the general public   Ability to perform fairly complex mathematical analysis on performance metrics.  This includes trend analysis, statistical analysis, interpolations, and regression analysis.  More basic mathematical skills are also required including the ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals.  Ability to compute rate, ratio, percentage, draw and interpret bar graphs Ability to solve practical problems; deal with a variety of concrete variables in situations where only limited standardization exists.    Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form Must possess excellent interpersonal skills.  Should effectively build relationships and encourage collaboration to manufacture positive and significant outcomes Able to identify training needs, conduct research, draw upon a variety of resources, propose targeted and creative solutions, and translate ideas into action Possess strong leadership skills Able to manage change, anticipate needs, and make recommendations for improvement Strong verbal and written communication skills are required to Demonstrate strong initiative Possess effective facilitation and presentation skills Demonstrate consulting; project management and organizational skills Demonstrate effective questioning and listening skills Must be able to utilize a variety of instructional methods in order to fit the needs of the learner

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