Training and Development Manager

Role Overview

The Training and Development Manager owns the full learning journey for contact center teams and helps maintain quality standards across all service channels, including inbound and outbound sales, travel agent/consortia support, and customer care. The role connects product expertise, technical know-how, and premium service delivery so specialists are fully prepared on offerings, sales methods, internal workflows, and systems. This position also leads the Plantation-based Quality Assurance team, ensuring coaching and training work together to raise performance and strengthen a culture of continuous improvement.

Core Responsibilities

• Create and run onboarding and ongoing training programs for inbound/outbound sales, travel agent/consortia, and customer care teams across all channels.
• Build learning content around product knowledge, advanced booking platforms such as GDS and CRM tools, and internal operating procedures.
• Develop and roll out training on consultative selling, upselling, lead handling, and high-end customer service standards.
• Oversee the nesting period for new hires and guide them from classroom learning to live operations with clear performance checkpoints.
• Manage the Plantation-based Quality Assurance team and make sure call evaluation practices stay aligned with current training expectations.
• Review QA findings and sales results to spot performance patterns and launch targeted retraining when knowledge gaps appear.
• Lead calibration meetings with sales and care supervisors so standards for luxury service and sales effectiveness stay consistent.
• Work with leadership on new system launches, campaign rollouts, and product updates, then document and train teams on the changes.
• Coach supervisors on effective team development practices that improve agent morale and support retention.
• Measure and report the business impact of training using metrics such as conversion rate, average handle time, and first call resolution.

Requirements

• At least 5 years of experience in training or learning and development, including 2 or more years in a management or lead capacity within a contact center.
• Background in hospitality, travel, or luxury brands is strongly preferred.
• Strong working knowledge of CRM platforms, call center telephony systems, and learning management systems.
• Proven experience leading a quality assurance or performance monitoring team.
• Advanced facilitation ability with the skill to turn complex technical processes into practical training for employees.
• Bachelor’s degree in Business, Human Resources, Communications, or equivalent professional experience.

About the Company

Atlantis Paradise Island is a large oceanside resort destination in the Bahamas known for immersive guest experiences inspired by Bahamian culture, history, art, food, and celebrations. The property includes Aquaventure waterpark, a vast marine habitat, multiple lodging options, concierge services, more than 20 dining venues, convention and meeting facilities, entertainment attractions, a casino, spa, sports amenities, family activities, shopping, and other resort experiences. The organization also emphasizes sustainability, marine education, conservation, animal rescue, and habitat restoration through its environmental initiatives.

Additional Information

This position is based in Plantation, Florida and is a full-time onsite role. The source material does not mention salary, stipend, work schedule, notice period, application deadline, or number of openings. No separate perks or applicant eligibility details were provided beyond the experience and education requirements listed above.