Training and Development Manager

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:

Curriculum & Strategy

• 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.

Atlantis Paradise Island, a lush, oceanside resort located on Paradise Island in the Bahamas, is a dynamic destination embodying Bahamian culture with its immersive programming connecting guests to the rich history, art, people, food, and festivities of the Bahamas.  

Home to Aquaventure, one of the world’s largest waterparks, the 141-acre waterscape of thrilling slides and river rides features 14 pools and five miles of white sand beaches.  Atlantis is also home to the largest open-air marine habitat in the world, with over 65,000 aquatic animals from 250 species making their home in natural ocean-fed lagoons and habitats, including Dolphin Cay, the unparalleled marine animal conservation and education center created to provide guests with a once-in-a-lifetime opportunity to learn more about some of nature’s most friendly mammals. 

 Atlantis has five unique lodging options: the grand, iconic newly renovated towers of The Royal; family-friendly ambiance at The Coral; water-side villas at Harborside Resort; all-suite luxury accommodations at The Cove; and residential-style living at The Reef. All resort guests can book bespoke concierge offerings using Atlantis’ Sapphire Services, with a selection of experiences and curated itineraries showcasing the culture and beauty of the Bahamas. 

Known as the Culinary Capital of the Caribbean, Atlantis offers guests an impressive collection of over 20 restaurants, bars, and lounges with celebrity chef culinary masterpieces, including three outposts from Michelin star-rated chefs: Paranza by Michael White, Fish by José Andrés, and Nobu by Nobu Matsuhisa. Most recently, Fieldtrip by JJ Johnson and Shake Shack made their debuts in the Caribbean with truly unique experiences at Atlantis.  

With its unrivaled meeting and convention space and the well-appointed Atlantis Marina overlooking Marina Village, the Atlantis experiences are endless and unique to each traveler. Additional resort amenities include the renowned Atlantis Casino, the tranquil Mandara Spa, a newly opened tennis and pickleball center, indoor and outdoor regulation basketball courts, a 500-seat movie theater, a brand new miniature golf course and Escape Room, Atlantis Kids Adventures (AKA) for children ages 3-12, a gaming arcade, CRUSH, a teen nightclub, Jokers’ Wild comedy club, an award-winning 18-hole golf course designed by Tom Weiskopf, and an array of luxury and boutique duty-free shopping.  

Since its debut, Atlantis has remained dedicated to sustainability and environmental conservation. Through its purpose-led efforts with Dolphin Cay and the Atlantis Blue Project Foundation (ABPF), Atlantis has committed to a meaningful connection with the ocean, marine life, sustainability, and environmental stewardship through marine education, animal rescue and rehabilitation, and restoration of sea species and their habitats throughout the Bahamas and the Caribbean.