JOB SUMMARY:

Responsible for the development and implementation of all training programs for Universal’s Guest Contact Center and Universal Parks & Resort’s Vacations. Assists with the creation of eLearning modules in support of departmental training programs.

MAJOR RESPONSIBILITIES:

• Delivers and facilitates structured training, development programs and initiatives in support of the Guest Contact Center (GCC) and Universal Parks & Resort’s Vacations (UPRV) training objectives. Conducts recurrent training for team members. Updates classroom instructional material as needed. Liaisons with partners/vendors to conduct on-site educational opportunities as well as coordinating external site visits in support of training programs.
• Assists Course Designer with creation of eLearning and Computer Based Instruction modules. Provides updates to internal Knowledge Management system including Training, SOP’s, Policies and Procedures. Liaisons with other departments to ensure accuracy of all communication. Attends regular meetings to obtain updates of pertinent information relating to key stakeholders in support of training facilitation. Participates in Quality Assurance monitoring sessions to better understand sales/call deficiencies and training needs.
• Assists GCC Management with center-wide TSAT initiatives. Supports the overall UO focus on TSAT inside the classroom by building awareness of program via informational messaging and when providing recognition to Trainees.
• Assists with sales incentives in support of departmental initiatives and goals.
• Understand and actively participate in Environmental, Health & Safety responsibilities by following established UO policy, procedures, training and team member involvement activities.
• Perform other duties as assigned.

SCOPE:

Facilitate all facets of both new hire and recurrent training programs at the Guest Contact Center. Work with the Training team on implementing updates to curriculum, eLearning modules and new training tools as needed.

EDUCATION:

• High school degree or GED is required.
• Associate’s degree (AA) is preferred.
• Bachelor’s degree is preferred.

EXPERIENCE:

• 1-3 years of Training experience/classroom facilitation or equivalent combination of education and experience.
• Experience in the service industry or related field required.
• WorldSpan and/or airline background preferred, but not necessary.

ADDITIONAL INFORMATION:

Must have basic knowledge of call center industry and measurement tools. Developing partnerships including HR field team, GCC Operational team, Communications team and other partners in accordance with the role.

Your talent, skills and experience will be rewarded with a competitive compensation package.

Universal is not accepting unsolicited assistance from search firms for this employment opportunity. All resumes submitted by search firms to any employee at Universal Orlando via-email, the Internet or in any form and/or method without a valid written Statement of Work in place for this position from Universal Orlando HR/Recruitment will be deemed the sole property of Universal Orlando. No fee will be paid in the event the candidate is hired by Universal Orlando as a result of the referral or through other means.

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