Training and Development Manager

Atlantis Bahamas; Plantation (FL); On-site; USD 90,000 - 130,000; Full time

Job summary

Atlantis Bahamas in Plantation, Florida seeks a Training & Development Manager to own the learning lifecycle across contact center channels and align coaching with training initiatives. You will lead a QA team, design onboarding, and develop modules covering product knowledge, CRM, and internal processes.

The role requires 5+ years in training/ L&D with leadership experience, plus facility with LMS and CRM systems, in a hospitality or luxury brand context.

Qualifications

• 5+ years of professional training/L&D experience, with at least 2 years in a management or lead role within a contact center.
• Industry knowledge in Hospitality, Travel, or Luxury brands is highly preferred.
• System fluency with CRM platforms, telephony systems, and LMS.
• Proven ability to lead a QA or performance-monitoring team.
• Master-level facilitation skills translating complex processes into executable training.
• Bachelor’s degree in Business, HR, Communications, or equivalent professional experience.

Responsibilities

• Design and deliver onboarding and sustainment programs for Inbound/Outbound Sales, Travel Agent/Consortia, and Customer Care.
• Develop training modules focused on product knowledge, booking systems (GDS/CRM), and internal processes.
• Create curricula for advanced sales tactics and luxury-tier customer care.
• Lead nesting phase for new hires with measurable performance milestones.
• Direct QA oversight to ensure call monitoring aligns with training standards.
• Analyze QA data and sales reports to identify trends and implement re-skilling sessions.
• Lead calibration sessions to define Luxury Service and Sales Success.
• Document and train on new system rollouts, marketing campaigns, and product changes.
• Coach Supervisors on effective coaching to improve agent satisfaction and reduce turnover.
• Track ROI of training programs via KPIs like Conversion Rate, AHT, and FCR.

Skills

Leadership

Coaching

Facilitation

Analytical

Training design

Communication

Education

Bachelor’s degree in Business/HR/Communications

Tools

CRM platforms

Call center telephony systems

Learning Management Systems (LMS)

Job description

The Training & Development Manager is responsible for the end-to-end learning lifecycle and quality standards across all contact center channels, including Inbound/Outbound Sales, Travel Agent/Consortia, and Customer Care. This role bridges the gap between technical knowledge and "white glove" service, ensuring every specialist is an expert in our products, sales tactics, internal processes, and technology systems. You will lead the Plantation-based Quality Assurance team to align coaching efforts with training initiatives, driving a culture of continuous improvement and high-level performance.

Key Responsibilities

• Omni-Channel Training: Design and deliver comprehensive onboarding and sustainment programs for Inbound/Outbound Sales, Travel Agent/Consortia, and Customer Care.
• Technical Mastery: Develop training modules focused on product knowledge, complex booking systems (GDS/CRM), and internal operational processes.
• Sales & Service Excellence: Create and implement curricula for advanced sales tactics (consultative selling, upselling, lead management) and luxury-tier customer care.
• The "Nursery" Transition: Lead the "nesting" phase for new hires, ensuring a seamless transition from the classroom to the floor with measurable performance milestones.

Quality Assurance Leadership

• QA Oversight: Directly manage the Plantation-based Quality Assurance team to ensure call monitoring aligns with current training standards.
• Closing the Gap: Analyze QA data and sales reports to identify performance trends, implementing rapid response "re-skilling" sessions to fix knowledge gaps.
• Calibration: Lead regular calibration sessions with Sales and Care Supervisors to ensure a unified definition of "Luxury Service" and "Sales Success."
• Operational Partnership
• Process Engineering: Partner with leadership to document and train on new system rollouts, marketing campaigns, and product changes.
• Coaching & Retention: Train Supervisors on effective coaching techniques to improve agent satisfaction and reduce turnover.
• Performance Metrics: Track and report on the ROI of training programs via KPIs such as Conversion Rate, Average Handle Time (AHT), and First Call Resolution (FCR).

Position Requirements

• Experience: 5+ years of professional training/L&D experience, with at least 2 years in a management or lead role within a contact center.
• Industry Knowledge: Previous experience in Hospitality, Travel, or Luxury brands is highly preferred.
• System Fluency: Expertise in CRM platforms, call center telephony systems, and Learning Management Systems (LMS).
• Leadership: Proven ability to lead a Quality Assurance or performance-monitoring team.
• Skill Set: Master-level facilitation skills with the ability to translate complex technical processes into simple, executable training for staff.
• Education: Bachelor’s degree in Business, HR, Communications, or equivalent professional experience.