Manager, Contact Center Training and Content Development

Your Purpose

The Manager of Training and Content Development designs, develops, and delivers comprehensive training programs for the Contact Center, ensuring that Cruise Sales and Service Representatives are equipped with the necessary skills and knowledge to deliver exceptional experiences to our guests and travel advisor partners. This role also oversees the creation and maintenance of training materials, evaluates program effectiveness, and contributes to the continuous improvement of training strategies and content.

Your Impact

• Design, develop, and implement all Contact Center training programs for new hires and ongoing staff development.
• Create and maintain engaging training content including manuals, e-learning modules, videos, and presentations.
• Facilitate training sessions both in-person and virtually, applying various instructional techniques to support adult learning.
• Collaborate cross-functionally with Quality Assurance, Product Development, IT, and other departments to ensure training content aligns with business needs and operational processes.
• Lead assessments of content needed for new product launches and products updates.
• Monitor and assess training effectiveness through performance metrics, feedback, and quality assurance data; make recommendations for improvements.
• Develop knowledge assessments and certification programs to support employee development and progression.
• Continuously identify areas for improvement in training delivery and content to enhance team performance and operational efficiency.
• Stay up to date with contact center industry trends, training best practices, and technological advancements to ensure MSC’s training programs remain current and impactful.
• Analyze contact center performance and call trends to proactively identify training gaps and opportunities.
• Ensure all training content supports both B2B and B2C service expectations.
• Responsible for maintaining the training calendar to ensure timely planning and execution of all training activities.
• Ensure all onboarding steps, including system access and resources, are completed properly prior to each new hire’s start date.

Your Journey so far

• This role requires in-office presence at least three days per week to support onboarding, training delivery, and cross-functional collaboration, proximity to our Fort Lauderdale and Miami offices is required for in-person support as needed.
• BS in Learning and Education Studies or a related field.
• Minimum of 3 years in a managerial role focused on workplace training and development.
• 3 years of Contact Center Training experience in a Managerial capacity
• Strong background in curriculum development, instructional design, and adult learning theory.
• Demonstrated ability to lead a team of subject matter experts in content creation.
• Experience in B2B and B2C customer service or sales environments.

Your Essentials

• U.S. Passport or U.S. Permanent Resident required