Contact Center Trainer

Where passion meets opportunity

The best of your adventures is the one you have yet to sail!

Your Purpose

MSC Cruises, the world’s third largest cruise line brand is expanding its Contact Center team in the USA. Reporting to the Training & Development Manager, Contact Center, the Contact Center Trainer will be responsible for delivery of all training to contact center employees, up to and including new hire, system upgrades, enhancements and changes to business rules and policies in the North American Market.

Facilitate Train the Trainer sessions, as well as classroom delivery supporting the following contact center departments: Inbound, Outbound, Casino, Groups, and Resolutions.

This position is hybrid, however, during active training classes you are required to be in the office 5 days a week, 9-6pm EST.

Your Impact

Key Responsibilities:

• Facilitates robust training programs ensuring a smooth and efficient transition into the contact centers operations
• Provides feedback to leadership regarding opportunities identified through training facilitation and recommends solutions and actions to improve performance
• Works directly with cross functional departments to understand new products, programs, upgrade existing programs and policies that require development of recurrent training modules
• Supports the creation, design and development of training curriculums utilizing traditional and eLearning strategies
• 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.

Your Journey so far

• 3+ years of experience in training and development preferred.
• Previous Contact Center/ Sales experience preferred.
• Knowledge of principles, methods, and practices of adult education and training preferred.
• Must possess excellent interpersonal skills.
• Should effectively build relationships and encourage collaboration in order to create positive and significant outcomes.
• Strong Verbal, and Written Communication Skills Required.
• Must demonstrate strong initiative.
• Must possess effective facilitation and presentation skills.
• Must have the ability to work evening hours as needed.
• Must be able to utilize a variety of instructional methods in order meet the needs of the team.
• Experience with Articulate 360 and virtual training preferred.
• Occasional domestic/international travel may be required.

Your Essentials

Information about visa requirements if any:

• US Passport or US Permanent Resident
• MSC Cruises is an E-Verify employer

MSC Cruises USA is an equal opportunity employer that complies with all applicable federal, state, and local laws, rules and regulations. It is our policy to employ and promote qualified candidates without discrimination on the basis of race, color, sex, age, origin, sexual orientation, marital status, disability or any other characteristic protected by law. Our hiring decisions are based solely on merit, qualifications and business needs.

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!