Job Description

Welcome to Holland America Line, a premium cruise line dedicated to explorers, foodies and music lovers who want to explore the world on perfectly sized, refreshingly spacious ships filled with one-of-a-kind experiences.

We’re looking for an amazing Training Instructor to fill this role, which is a remote-based position. You’ll be responsible for demonstrating a commitment to excellent customer service by delivering and assisting with the creation of training content for the Customer Service department. They will provide training support for call center product launches by learning new systems and or features and effectively conducts both instructor-led and virtual classes and creates new e-learning content to prepare employees to perform in their roles.

Here’s a summary of what Holland America Line is looking for in its Training Instructor. Is this you?

Responsibilities

• Delivers virtual led and instructor-led programs supporting customer service initiatives to required department standards.
• Provides constructive feedback by coaching employees regularly, quickly resolving disciplinary issues and elevating time sensitive employee relations concerns to the departmental manager and Human Resources for resolution.
• Copy edits and provides standardization of lesson plans, instructor guides, student workbooks and guides and examinations.
• Facilitates new hire training programs for Contact Center employees to ensure employees who have demonstrated task proficiency are delivered to the customer service departments at the conclusion of the training period.
• Coordinates the day-to-day classroom schedule to ensure effective use of daily class time to cover work within the allocated time frame whilst enabling sufficient theory, study and practice periods.
• Anticipates the needs and/or concerns of employees and coworkers and responds accordingly by prioritizing and responding with valuable solutions.
• Creates and develops courses and learning content using a variety of methods such as articulate storyline.
• Any additional duties as assigned by the manager.

Requirements

• Associate degree and 2 years' experience in a training related field.
• Proficiency in learning technologies such as Articulate 360.
• Experience in Graphic design or media programs such as Final Cut Pro a plus.
• Must mentor and motivate individuals.
• Manages large groups of people in a classroom setting.
• Learns quickly and is a self-starter.
• Conducts effective and engaging presentations in a variety of delivery formats.
• Creates E-Learning content using methods such as articulate storyline.
• Skilled at classroom facilitation and can provide instruction on systems and application using a variety of training delivery methods.
• Strong understanding of Adult Learning Principles and ability to demonstrate when facilitating.
• Excellent written and verbal communication skills.
• Positive and friendly attitude, ability to work well both individually and with at a team.
• Excellent at multi-tasking and having a flexible attitude, ability to work on several concurrent projects.

What You Can Expect

• Cruise and Travel Privileges for You and Your family
• Health Benefits
• 401(k)
• Employee Stock Purchase Plan
• Training & Professional Development
• Tuition & Professional Certification Reimbursement
• Rewards & Incentives
• Base Hourly Range: $18.32 to $24.71. The range is applicable for the labor market where the role is intended to be hired. Final base salary is directly related to each candidates' qualifications and experience uniquely.

Our Culture…Stronger Together

Our highest responsibility and top priority is compliance, environmental protection and the health, safety and well-being of our guests, the people in the communities we touch and serve, and our shipboard and shoreside employees. Please visit our site to learn more about our Culture Essentials, Corporate Vision Statement and our Core Values at: https://www.hollandamerica.com/en_US/our-company/mission-values.html

Holland America is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable laws, regulations and ordinances.

Americans with Disabilities Act (ADA)

Holland America will provide reasonable accommodations with the application process, upon your request, as required to comply with applicable laws. If you have a disability and require assistance in this application process, please contact recruiting@hollandamericagroup.com

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