Position Summary: 

The Global Training Lead is responsible for providing strategic support, leadership and direction for the success of the global contact centers. The Global Training Lead will be responsible for managing multiple training projects at any given time, with stakeholders from various business units within the company. This position aligns with Royal Caribbean International, Celebrity Cruises, and Silversea within the Trade Support and Service, Consumer Outreach, and Royal Guest Experience business units to execute on learning initiatives encompassing a broad range of courses, supporting contact centers in but not limited to United States, Philippines, Mexico, Netherlands, Germany, Romania, Guatemala, UK, Norway, Australia, and China. 

  

Global Training Lead will support the strategy that executes comprehensive training, 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).  Guide and direct a team of global trainers to align training development, content, and delivery with business strategies for 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: 

Direct the training design, development and delivery of training for over 2000 employees globally  

Initiate and lead teams to implement solutions to complex multi-department training, performance and/or quality issues across the global contact centers 

Prepare and support a learning community of staff facilitators to lead online and in-person trainings 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.  

Formulate the analysis and metrics required to measure success, and R.O.I. for all training delivery 

Leads the execution of strategic organizational training plans to support global business needs 

Partner with Global Contact Center Leadership to design and deploy business critical needs assessments to identify areas of opportunity, recommend and execute courses of action. 

Ability to interpret analytical results into meaningful business terms and translate business needs to training topics 

Manage projects and training programs from inception to execution, ensuring that risks are reviewed and mitigated, issues are escalated and resolved and changes are documented and approved. 

Present recommendations and project updates to all levels of management. 

Lead a diverse team of professionals spanning multiple locations and time-zones 

Support the Incident Response process and deployment for all domestic contact centers 

Interview, hire, train, and coach employees to develop a highly performing team.  Some direct reports may reside in a remote location 

Manage training preparation with direct reports 

Manage performance, productivity and accuracy of team members, through training observation and coaching; including performance appraisals. 

Ensure a balanced workload among all direct reports 

Travel to domestic as well as international locations for an average of 3-5 weeks to facilitate training sessions to brand leaders 

Address performance and quality gaps through RCG's performance improvement process. 

Perform 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: 

Identify which solutions to pursue and how they should be designed and developed, executed and/or delivered. 

Manage budget for training activities and materials. 

All expenses and contractual agreements must be pre-approved. 

Follow company policy related to travel expenses. 

 

Qualifications: 

Undergrad degree in Education or Instructional Design required 

Certification in Performance Technologist and/or Professional Learning and Performance required  

5-7 years training or teaching experience required 

3-4 years relevant supervising or management experience or equivalent preferred 

 

Knowledge and Skills: 

Excellent verbal and written communication skills and outstanding presentation skills 

Able to work effectively with all levels in the organization 

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 have experience with adult learning theory and practice skills 

Excellent interpersonal skills and customer-oriented focus 

Accepts accountability and manages execution of individual and project team results  

Demonstrates a wide degree of creativity with strong analytical and problem-solving skills 

Must have supervisory and coaching skills to thoroughly develop/challenge team to achieve high performance 

Must be able to travel 

 

Physical Demands: 

The employee is regularly required to sit, stand and regularly move about the office complex.  The employee regularly writes reviews and creates reports, compiles data, operates a pc, communicates, listens, and assesses information. This position may travel domestically or internationally. Visual requirements include close and color vision, and ability to adjust focus.  The employee regularly moves about the office complex, and may climb, descend, lift or move 10 pounds. 

 

Work Environment: 

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. The environment includes office location, and /or moving inside/outside the office. A high noise level is possible while in training or in an offsite locations.