Position Summary:

Primary designer and developer of curriculum content, training material, training modules, job aids, etc.

for all areas of Trade Support and Service, Royal Guest Experience, Consumer Outreach, One Touch Hospitality, and the global markets, ie, North America, Australia, New Zealand, United Kingdom and Ireland, Mexico, Singapore, Germany, Spain, France, Italy and all International Representatives from LACAR and EMEA.

Work closely with the Contact Center Trainers, subject matter experts and other respective business.

units to fulfill the business requirements of the training materials designed/developed. Ensure training

solutions and technology provided are aligned with business goals to achieve and exceed customer's expectations in contact centers located in The United States, Manila, Netherlands, Germany, Romania,

• Design; develop training curriculums, content, guides for utilizing traditional and e-learning approaches for use in various markets and learning environments.

• Perform technical administration of the company Learning Management System, integrating courses and collaborating with our IT department to ensure optimal functionality

• Execute multiple training design storyboards simultaneously across varying topics for all facets of the global contact center organization
• Maintain strategic direction and vision for course development for training programs while enforcing course development standards

• Work with cross functional departments and external vendors to understand new products, programs and policies that require development of recurrent training modules

• Stay informed as to relevant skill and qualifications levels required by staff for effective performance; circulate requirements and relevant information to the organization as necessary
• Recommend learning strategies to Training Lead, and Senior Leaders to improve delivery of content and effectiveness of facilitators.
• Collaborate with the business units, Contact Center Trainers and subject matter experts to develop and review curriculums for all current and new training initiatives
• Supports managing the onboarding process of new employees into the company and/or department, by facilitating a robust new hire training program averaging 6 weeks, ensuring a smooth and efficient transition into the contact centers operations

• Conduct needs assessment for new requests, identify appropriate learning approach and

• apply appropriate learning theories

• Act as an educational resource to support professional development plans for employees.

• Provide feedback on issues identified through training and recommends solutions/actions to be taken
• 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

• Undergrad degree in Education or Instructional Design required
• 5-7 years Training or teaching experience required
• 3-4 years content writing, and/or training development required
• Knowledge of in role and scenario-based instructional course development
• Excellent written and verbal communications skills, grammar, proofing, and editing skills;
• and strong ability to convert technical information into easy-to-understanddocuments
• Advanced knowledge of desktop publishing and eLearning creation tools, specifically
• Adobe Captivate 6/7
• Website and online tutorial design and development skills
• Knowledge in online graphics design
• Development of self-taught and instructor led high tech product end-user and technical
• personnel training from the initial analysis and design through evaluation and revision after delivery
• Must be a highly motivated, self-starter who will initiate and drive the entire process
• Should effectively build relationships and encourage collaboration to create positive and
• significant outcomes
• Accepts accountability and manages execution of individual and project team results