Training amp Development Specialist

Profile

Responsibilities
BASIC PURPOSE:
Train and develop new hires in the NCL Guest Services, NCL Consumer Research and/or NCL International departments to ensure the success of their onboarding process and transition to production. Participate in the development of training programs for the various business areas with respect to product knowledge, systems, call handling, customer services and sales techniques to prepare new hires and existing team members to successfully achieve their quality, sales and service performance expectations. Specialist will collaborate with the Guest Services, Consumer Research and Inbound Leadership and QA Teams to develop and continuously elevate the training programs.
POSITION RESPONSIBILITIES:
Train, develop and coach new hires in the NCL Guest Services, NCL Consumer Research and/or NCL International departments.
Monitor new hire work performance and provide coaching in areas of customer service, sales techniques, telephone etiquette and overall product and destination knowledge.
Establish and maintain a high level of team member engagement through encouragement of participation, teamwork and an open and trusting learning environment.
Plan, organize and facilitate training curriculum, assessments, job aids, evaluations, role-playing activities and group discussions.
Prepare presentations and training materials appropriate to each training program and business area.
Confidently and effectively deliver training using a variety of instructional techniques or formats, such as instructor-led live facilitation, self-led E-Learning, simulations, role playing, videos, lectures, or team exercises.
Develop and maintain library of E-Learning programs for use in new hire programs as well as for continuous training for the front line.
Maintain, update and elevate training materials, workbooks, quizzes and facilitator guides, in order to adapt to Company evolvement. This includes both in-house training programs as well as virtual training programs.
Maintain records of training and development activities including test/assessment scores, coaching discussions, attendance and more.
Evaluate program effectiveness through assessments, surveys and feedback.
Maintain knowledge of training and development trends.
Perform other job-related functions as assigned.
KNOWLEDGE AND EXPERIENCE:
EDUCATION:
Bachelor's Degree with a concentration in Business, Human Resources, Education or Training & Development; or any equivalent combination of relevant experience, education, training and skills.
EXPERIENCE:
Minimum 2 years of experience, working in a call center environment. 2 years training/ development experience preferred, preferably with adult learning principles. Experience and proficiency with Microsoft Products (Teams, OneDrive, OneNote, Office Suite) and Adobe Captivate preferred.
KNOWLEDGE & SKILLS:
Ability to effectively deliver material through classroom and/or virtual facilitation. Proficiency in software applications, including Microsoft Office Suite, Adobe Connect and multiple delivery platforms. Knowledge and understanding of adult learning strategies. Knowledge of virtual training functions including virtual training techniques and use of related tools preferred. Must remain up to date with new training technology and methodology in order to incorporate the latest field developments, as necessary. Excellent verbal, written and presentation skills. Must be able to identify and recommend solutions that solve training discrepancies.
EQUAL EMPLOYMENT OPPORTUNITY:
Norwegian Cruise Line Holdings Ltd. and its subsidiaries are equal opportunity employers, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, genetic information, national origin, protected veteran status, disability status, or any other characteristics protected by law. EEO is the law | EEO is the law GINA Supplement
Applicants have rights under Federal Employment Laws. FMLA | EPPA |
Category
Training and Development Specialists
Education
Bachelor's Degree
Experience
2 to 20 years
Job type
Full time
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