Job description

MSC Cruises, the world’s third largest and fastest growing cruise line, is expanding its Contact Center Organization. As we continue to enjoy the re-emergence of the cruise industry, our Contact Center is hiring for multiple positions including a Manager of Training and Quality Assurance. The Manager of Training and Quality Assurance designs and implements Contact Center training and quality assurance programs designed to ensure our Guests and Travel Advisor Partners experience flawless interactions with our Cruise Sales and Service Representatives. MSC is a family owned company offering competitive salary as well as second to none benefits including exclusive employee cruise privileges.

• BS in Learning and Education Studies or similar program
• Minimum of 3 years Manager level experience in Workplace Training and Development
• 3 years of Contact Center Training and\/or Quality Assurance experience in a Supervisory capacity
• Previous experience in B2B and B2C Sales and Service environment
• Experience in curriculum development and instructional design for adult learners
• Ability to devise instructional strategies that align with business objectives and processes
• Understanding of adult learning theories
• Previous experience leading a team of SME’s in the development of content to enhance performance
• Ability to moderate large groups
• Ability to professionally communicate with a variety of levels within the organization, including making formal presentations
• Proficient in MS Office, LMS Software and telephony systems such as PureCloud, Genesys and CRM systems such as Seibel
• Design and delivery of all Contact Center training programs
• Manager of the Quality Assurance Team
• Continuously evaluates Contact Center performance and Quality Assurance results to assess training and development needs
• Continually evaluates training progress and training procedures to monitor and analyze course effectiveness and update curriculum as needed
• Creates and implements knowledge assessments and certification programs to facilitate employee development and career progression

VISA REQUIREMENTS (if any) Part of the MSC Group, MSC Cruises is the market leader in the Mediterranean, South Africa and South America, and sails year-round in the Mediterranean and the Caribbean. Its seasonal itineraries cover northern Europe, the Atlantic Ocean, South America, southern Africa, and the Persian/Arabian Gulf. MSC Cruises was born in the Mediterranean, and draws inspiration from this heritage to create a unique experience for holidaymakers worldwide. As a result of a euro 6.5 billions investment programme launched in 2003, MSC Cruises' fleet comprises 13 state-of-the-art cruise ships belonging to four different classes: Lirica, Musica, Fantasia and Meraviglia. The fleet's average age is 7 years, the youngest in the industry. In 2014, MSC Cruises launched a euro 9 billion, 10 year investment plan to support the second phase of its growth through the order of up to 11 next generation mega cruise ships. As a result, MSC Cruises' fleet will double by 2026, while the passenger capacity will triple to reach five million passengers per year. MSC Cruises is the first cruise company to develop an investment plan of this length and magnitude. MSC Cruises feels a deep responsibility for the environments in which it operates, and was the first company ever to earn the Bureau Veritas "7 Golden Pearls" for superior management and environmental stewardship. In 2009, MSC Cruises began an enduring partnership with UNICEF to support various programmes assisting children worldwide.

Job Type: Full-time

Pay: From $75,000.00 per year

Benefits:

• 401(k) matching
• Dental insurance
• Employee discount
• Health insurance
• Life insurance
• Paid time off
• Parental leave
• Vision insurance

Schedule:

• Monday to Friday

Work Location: Hybrid remote in Fort Lauderdale, FL 33309

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