Training Specialist

Your Purpose

Join our MSC Cruises Excellence Hub in Valencia as a Training Specialist and prepare Sales Agents to succeed in a fast-paced, high-performance sales environment.
Reporting to the Training Manager, you will support the delivery of onboarding and upskilling programmes, helping agents build the skills, confidence, and commercial mindset needed to perform and grow.
Through practical training and continuous support, you will play a direct role in improving agent performance and contributing to the overall success of the hub.
Working in a people-focused environment, you will help create a culture of learning and development, enabling teams to achieve the extraordinary.

Your Impact

Training Delivery

• Conduct onboarding programs covering MSC itineraries, pricing logic, consultative selling, CRM systems
• Deliver upskilling workshops on objection handling, upsell techniques, premium customer advisory

Agent Coaching and Development

• Provide 1:1 coaching and skill practice for new hires during ramp-up phase
• Conduct side-by-side observations and call calibrations with Quality team feedback and Business Analyst
• Track individual agent progress against NTR targets and quality benchmarks

Content and Materials

• Adapt training materials for different languages and agent experience levels
• Create supporting job aids, quick reference guides, and microlearning modules
• Maintain up-to-date MSC product knowledge and competitive positioning

Performance Support

• Collaborate with Business Analysts to understand performance gaps and training needs
• Support 12/7 training schedules across rotating shifts as needed
• Contribute to training effectiveness measurement and continuous improvement

Your Journey so far

Essential Experience & Skills

• 2+ years contact center training delivery or quality coaching experience
• Proven success training consultative sales or complex product environments
• Experience with high-volume B2C sales operations preferred

Education

• Bachelor's degree in Business, HR, Education, or related field

Key Competences

• Dynamic training delivery with excellent presentation and facilitation skills
• Strong coaching approach focused on behavioral change and performance improvement
• Quick product mastery and ability to simplify complex information
• Collaborative team player comfortable in fast-paced hub environment

Your Essentials

• Fluent English required; additional European language(s) strongly advantageous
• Full right to work in Spain
• Comfortable working in rotating shifts

Working Hours: Availability to work rotating shifts, including evenings and weekends (opening office 12/7)
Location: Valencia, Spain

Our commitment

We are committed to building a future that values diverse perspectives, embraces the world beyond borders, and fosters an inclusive environment where every individual feels valued, respected and empowered to be their authentic selves. Our commitment extends to taking meaningful, measurable actions that have a long-term positive impact on our guests, our employees and our planet.

Ready to turn your passion into something extraordinary? Join us at MSC Cruises, where new opportunities await. Apply today to be part of a global team that is pushing boundaries and achieving something remarkable. Your journey starts here!