Contact Centre

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.

This position is Hybrid, however, during active training classes you are required to be in the office 5 days a week, 9-6pm EST.

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.

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.

Experience with Articulate 360 and virtual training preferred.

Occasional domestic/international travel may be required.

US Passport or US Permanent Resident

MSC Cruises USA is an equal opportunity employer that complies with all applicable federal, state, and local laws, rules and regulations. It is our policy to employ and promote qualified candidates without discrimination on the basis of race, color, sex, age, origin, sexual orientation, marital status, disability or any other characteristic protected by law. Our hiring decisions are based solely on merit, qualifications and business needs.

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