United States onlyJOB TITLE: Contact Center Training & Development Specialist
LOCATION: Remote
WELCOME TO THE GLOBUS FAMILY OF BRANDS!
Traveling the world is incredible...don't you agree? It opens us up to new cultures and experiences. Venturing across the globe invites us to wonder and wander...to marvel and be moved. With 95 years in travel, the award-winning Globus family of brands creates vacations that offer travelers culture-rich experiences featuring must-see sights, the stories behind the scenes and countless joy-filled memories in more than 65 countries on six continents across the globe. We began as a small family company with one man, his rowboat, and a dream in Switzerland in 1928. Nine decades later, the entrepreneurial spirit and ingenuity that created this family-owned institution lives on...as well as our commitment to sustainability!
Watch a video about the Lighthouse Project to find out more about these efforts!
We are always on the hunt for exciting, team associates passionate about life and work: People who are easily inspired and excited about what they do. We offer incredible career opportunities in a variety of roles including, but not limited to: vacation planning, reservations, marketing, finance, IT, and customer care.
Company Benefits Include: Pension Plan, 401K Match, 16-26 days of vacation, Health, vision, dental and life insurance, (For associates working outside US, these benefits may vary slightly) Work from home options, and Home office internet reimbursement.
Exciting Travel Benefits: 70 to 90% off tours and cruises (plus discounts for friends and family), a free Avalon cruise after 2 years, and Special deals with travel partners like Marriott, Expedia, IATA/IATAN, Norwegian Cruise Line, Hertz, and Thrift Car Rentals to name a few.
ABOUT THE ROLE
The Training & Development Specialist will be responsible for evaluating business needs and current practices as well as creating and delivering training plans complete with materials, assessments, and learning resources such as online repository guidance and e-learnings. The ideal candidate will be a confident public speaker and a devoted educator who is up to date on the latest tools and resources needed to improve employee training and performance. The trainer will also be responsible for researching and selecting the best platform to deliver and utilize training materials.
EXPERIENCE/SKILLS REQUIRED
- The preferred candidates will have at least 1-2 years of experience working in a similar role in training and development.
- At least 1-2 years of experience with Training and platform skills encompassing assessment, design, development and delivery.
- Ability to be proactive and problem solve.
- Technical skills:
- Functional level knowledge of Microsoft office suite: Word, Excel, PowerPoint, and Publisher
- Webinar applications
- At least 1 year experience working in Learning Management Systems (PowerPoint, Articulate, Knowledge Base)
- Experience working in multiple systems
EXPERIENCE/SKILLS PREFERRED
- Extensive knowledge of the Globus family of brands, products, services or features
- 3-5 years of training experience, in customer service, contact center.
- Video adobe software – clip champ, Camtasia, e-learning or videos
RESPONSIBILITIES
- Developing and presenting learning programs based on knowledge of area learning needs, company business processes and systems, or changes in products, procedures, or services
- Coordinating learning & development initiatives and activities to maximize the value of learning deliverables
- Creating, preparing, organizing, developing, and maintaining training content to include the online repository, reference materials, testing, and evaluation procedures, and other educational materials
- Selecting appropriate instructional procedures or methods for training.
- Evaluating training effectiveness by assessing associates both verbally and in written form
- Partnering and collaborating with contact center Managers and associates to identify training needs.
- Partnering with Marketing and Operations, including Product, to ensure that internal training content has similar messaging to that of our external clients.
- Contributing to a team effort by assisting with departmental and inter-departmental projects that impact the quality of customer contact and accomplishing related results or projects as needed.
ABOUT THE DEPARTMENT
Customer Care is tasked with growing the Trade side of the business by following promotional direction and generating Trade passenger sales through multiple sales channels; retail travel sellers (primary channel), group sales, and e-sales. The Customer Care division includes all business units that interact directly with the customer’s travel agent to sell GVI products, answer inquiries, and resolve problems. The departments under Customer Care are Reservation & Associate Support, Digital Support, Trade Groups, Learning & Development, Sales, Service, and Guest Resolution
EEOC
Globus family of brands is an equal opportunity employer. We prohibit discrimination and harassment of any type and afford equal employment opportunities to employees and applicants without regard to race, color, religion, sex, sexual orientation, gender identity or expression, pregnancy, age, national origin, disability status, genetic information, protected veteran status, or any other characteristic protected by law.
