Contact Center Trainer (North America)

Msc Cruises - Fort Lauderdale, FL

Full-time - Mid Level

Hybrid - Fort Lauderdale, FL

Water Transportation

About the position

The Contact Center Trainer for MSC Cruises is responsible for delivering comprehensive training programs to contact center employees in the North American market. This includes training for new hires, system upgrades, and changes to business rules and policies. The role requires a hybrid work model, with in-office presence required during active training sessions. The trainer will facilitate effective training programs, provide feedback to leadership, and collaborate with cross-functional departments to enhance training curriculums.

Responsibilities

• Deliver training to contact center employees, including new hires and system upgrades.
• Facilitate robust training programs for smooth transitions into contact center operations.
• Provide feedback to leadership on training effectiveness and recommend improvements.
• Collaborate with cross-functional departments to understand new products and policies requiring training.
• Support the design and development of training curriculums using traditional and eLearning strategies.
• Utilize various instructional methods to meet team needs.
• Perform other job-related duties as assigned.

Requirements

• 3+ years of experience in training and development preferred.
• Previous contact center or sales experience preferred.
• Knowledge of adult education principles and training methods preferred.
• Excellent interpersonal skills to build relationships and encourage collaboration.
• Strong verbal and written communication skills required.
• Effective facilitation and presentation skills.
• Ability to work evening hours as needed.
• Experience with Articulate 360 and virtual training preferred.

Nice-to-haves

• Experience in creating eLearning content.
• Familiarity with contact center operations.

Benefits

• Equal opportunity employer with a commitment to diversity and inclusion.