● Conducts needs assessments or instructional analysis to ensure conformity with mission training objectives and develops training plans as needed according to guidelines.
● Responsible for providing brand, soft skills, products, systems, and troubleshooting training to all agents and evaluating the quality of response provided to inbound and outbound customer contacts via all channels. Also, responsibilities include management and associated analysis/reporting, trends aligned to the achievement of results within the contact center through customer feedback and quality monitoring.
● Prepares auxiliary plans for training completion, including comprehensive scripting/thematic/storyboarding and timelines.
● Conducts performance-based measurement assessments for objective evaluation of the training.
● Work with the team to develop training materials to ensure that agents are fully briefed on appropriate products and systems in a timely manner.
● Consults with team to confirm program/system objectives, operational procedures, and system/program constraints.
● Oversee the agent training schedule and competency framework
● Lead the development of onboarding and ongoing training in the contact center for all agents
● To be the internal champion of briefing, training and induction processes that ensure that all objectives, brand values, product knowledge and troubleshooting are enhanced by the customer service interaction
● Essential proficiency in utilizing the GDS System (Sabre, Galileo, Amadeus) for bookings and ticketing (for Flight Trainer)
● Ability to monitor and coach: Know, understand and are able to use different training delivery methods, forms and styles
● Ability to create and update a training plan/ curriculum, to create, structure and priorities training content, materials, exercises and tests by incorporating product, process and soft skill knowledge
● Proven ability to do staffing and scheduling
● Good organizational, time management and prioritization skills
● Good at Microsoft skills.