Wyndham Destinations Training Manager, Contact Center Sales and Marketing in Orlando, Florida
The Training Manager will ensure alignment of operations including; Compliance and Sales training solutions to the strategic business priorities of the Corporate Marketing Contact Center. This will include design, development, coordination, delivery and evaluation of the training curriculum for the various departments and levels. This position is responsible for creating and maintaining programs that will reinforce our unique competitive edge by developing the sales and soft skills in our associates. It will encompass a consistent process including definitions, approaches and resources throughout the Sales and Marketing division partners to obtain feedback on effectiveness of all learning solutions in relation to overall business results, and demonstrating agility to make necessary adjustments.
Program Development: Manage MCCO Trainer(s), and partner with Leadership, as well as, the Corporate L&D team to ensure that all training curriculum meets the neds of the customers and sales & marketing leadership requirements. Design and Develop participant training manuals, handouts and other materials for product knowledge courses. Ensure that all delivery methods are being explored and utilized including virtual and distance learning. Manage and update all New Hire and TRACK curriculum, tracking and metrics to ensure delivery of those associates who have successfully on-boarded
Initiate in-house on-line web development and maintain compliance training. Build supporting web based courseware in-house to support Outbound, Call Transfer, Reservations, and Systems training.
Facilitation & Training: Serves as subject matter expert of learning curriculum; delivers content to associates at all levels to accelerate learning and enhance skills, including new hires and existing associates. Adjusts training style and methods as needed to meet the needs of learners. Work with site leadership to evaluate the progress of new employees by observing individuals while in training and when assigned to a sales team.
Project Management: Partner with other L&D peers to manage the design, development, implementation, assessment and sustainment of Sales and Marketing soft skill learning initiatives. This includes partnering with other contact center teams to perform job analysis that will define knowledge and skill requirements of functional sales and marketing positions in order to develop the training curriculum. Examples may include: team meetings, Strategic initiatives, benchmarking, Process Improvement, Culture and Leadership Initiatives, etc.
Management: Overview of Direct Reports
- Sales Trainers
Minimum Requirements and Qualifications
Four year college degree in a related field, preferred or 7+ years experience in a similar role with a similar scope. Training requirements
N/A Knowledge and skills
Experience using multiple-channel approach for training delivery; classroom, remote classroom, assessment, active learning, OJT, audio, video, etc.
Excellent written, oral communications and interpersonal skills
Excellent presentation skills with strong abilities to facilitate successful presentations and training programs to individuals and/or large groups at all levels of the organization.
Working knowledge in Microsoft Office basic suite (e.g. Word, Excel, PowerPoint)
Ability to work a flexible schedule as needed (teams are in various time-zones) Technical Skills
Experience with instructional design
Proficient in Microsoft suite of programs (Word, PowerPoint, Excel)
Proficient in Captivate 7 and Camtasia essential for Web Based training development
Web Curriculum building software such as Captivate
Web LMS such as SuccessFactors Job experience
5+ years proven experience creating, managing and facilitating training programs
5+ years leading teams
2+ years in contact center, hospitality or like industry