Contact Centre Training & Development Manager
About the role
DRIVEN BY SERVICE
We’re driven by service. It’s the thing that ignites our passion, drives our people, and fuels our purpose. Our guests are at the center of everything we do. We go above and beyond, and we make sure that what matters to our guests, matters to us.
POSITION PURPOSE
The Training & Development Manager is responsible for leading and coordinating the activities of the Training & Development department, with the aim of providing complete and ongoing training support for all Contact Centre and Support departments in North America. Additionally, this position will be responsible for ensuring that appropriate training and development methods and technologies are used to provide the best and most efficient service to the business, and ensure our staff are the best trained in the industry.
RESPONSIBILITIES
- Lead the design and ongoing development of training programs for the onboarding of staff while continuously ensuring all content aligns with each global region.
- Seek continuous feedback from contact center managers on both the effectiveness of existing trainings and needs for new trainings.
- Work with WFM to schedule trainings for contact center.
- Train, certify, and maintain close contact with external BPO trainers to ensure they are meeting the North America standard, and take measures to ensure BPO in other regions are aware of North America processes.
- Take an active role in delivering training programs for new business products, processes & systems.
- Hold regular one-on-one meetings with team.
- Uphold quality standards of training processes with consistent review of team’s daily tasks.
- Oversee development and coaching of Development Partner team.
- Meet frequently with leaders to make sure new hires are up to contact center. standards and help development partners coach and create action plans as needed.
- Review monitored calls with team and take part in QA call reviews to ensure team is calibrated.
- Maintain active knowledge of training best practices, including training. methodologies and technologies.
- Take development trainings to develop personal knowledge.
- Collaborate with product team to create and maintain documents for GKC.
- Attend meetings to coordinate with support departments as needed.
- Monitor Viva Engage to oversee and initiate training and product announcements.
- Ensure accounts, systems, and TICO certifications are up to date for the team.
- Fulfil the role of trainer as required, including delivering training sessions.
- Ensure the Consultative Sales Process is incorporated into applicable trainings.
- Other duties as required and assigned.
CORE COMPETENCIES
Our vision for the TTC Tour Brand Contact Center is to deliver Service Excellence through Operational Innovation and support for Self-Service, while being a global, 24x7 operation that is easy to work with.
- Action Oriented: Enjoys working hard, is energized by a challenge, and isn’t afraid of acting with minimal planning.
- Creativity: Generates unique ideas, adds value in brainstorming sessions, and easily makes connections between concepts.
- Customer Focus: Upholds customer service excellence with a dedication to both internal and external customers.
- Developing Direct Reports: Holds frequent one-on-one catch-ups, provides challenging tasks, and provides feedback to focus on career goals.
- Presentation Skills: Commands attention, can change tactics midstream when something isn’t working, and can present effectively to a wide range of group sizes and skill levels.
Other Desired Competencies
- Composure: Remains calm under pressure and handles stress professionally.
- Dealing with Ambiguity: Effectively copes with change, isn’t upset when things are up in the air, and comfortably handles and operates in uncertainty.
- Motivating Others: Can easily motivate and empower their team, brings out the best in others, and is someone people like to work with.
EXPERIENCE
- 2+ years related training & development experience
- 1+ years previous supervisory experience preferred
- Knowledge of Tropics, Amadeus and Genesys preferred
- Experience with Litmos or other content creation software considered an advantage
- Understanding of our brands, products and policies preferred
- Strong PC skills to include proficiency in Microsoft O365, data projection, Internet and webinar applications
We thank all applicants in advance for their interest in this position, however, only those selected for an interview will be contacted.
About The Travel Corporation USA
The Travel Corporation is a highly successful international travel group with over 25 award-winning brands. These include luxury hotels and boutique river cruise ships, niche tour operators and other leisure interests. Our guiding principle is one of providing the most enjoyable, enriching travel experience for its customers across the globe.
Our Company is family-owned and has been in business for four generations over nine decades. The Group maintains an uncompromising commitment to offering the highest standards of product integrity, outstanding service and leisure experiences. We serve over one million customers per year, and are dedicated to providing them with excellent service, value and quality in every one of our businesses. Each brand is strategically positioned and is clearly differentiated in its market sector. These brands are seen as market leaders in their respective niches.
Since we are privately-owned and financially independent, the company takes a long-term vision and strategy with our brands, with an ethos of attention to detail in all aspects of our business. Operating in 60 countries, on five continents, with over 35 offices and more than 4,000 team members, the multi-cultural vibrancy of our global business ensures a robust and dynamic future.
About Us? Our philosophy is simple. To create enriching experiences for our travelers by combining an unbeatable mix of exceptional service and quality at great value. The Travel Corporation (www.thetravelcorporation.com) offers something for everyone. Our multi award-winning portfolio ranges from luxury hotels and boutique river cruises, to independent holiday package companies and a variety of guided travel experiences.
As a worldwide travel expert, we currently operate in 60 countries, with over 35 offices and more than 10,000 team members, serving over 1.5 million customers annually. And as a 4th generation, family-owned business that is financially independent, we pride ourselves on taking a long-term view, with an ethos of attention to detail in all areas of the company.
Contact Centre Training & Development Manager
About the role
DRIVEN BY SERVICE
We’re driven by service. It’s the thing that ignites our passion, drives our people, and fuels our purpose. Our guests are at the center of everything we do. We go above and beyond, and we make sure that what matters to our guests, matters to us.
POSITION PURPOSE
The Training & Development Manager is responsible for leading and coordinating the activities of the Training & Development department, with the aim of providing complete and ongoing training support for all Contact Centre and Support departments in North America. Additionally, this position will be responsible for ensuring that appropriate training and development methods and technologies are used to provide the best and most efficient service to the business, and ensure our staff are the best trained in the industry.
RESPONSIBILITIES
- Lead the design and ongoing development of training programs for the onboarding of staff while continuously ensuring all content aligns with each global region.
- Seek continuous feedback from contact center managers on both the effectiveness of existing trainings and needs for new trainings.
- Work with WFM to schedule trainings for contact center.
- Train, certify, and maintain close contact with external BPO trainers to ensure they are meeting the North America standard, and take measures to ensure BPO in other regions are aware of North America processes.
- Take an active role in delivering training programs for new business products, processes & systems.
- Hold regular one-on-one meetings with team.
- Uphold quality standards of training processes with consistent review of team’s daily tasks.
- Oversee development and coaching of Development Partner team.
- Meet frequently with leaders to make sure new hires are up to contact center. standards and help development partners coach and create action plans as needed.
- Review monitored calls with team and take part in QA call reviews to ensure team is calibrated.
- Maintain active knowledge of training best practices, including training. methodologies and technologies.
- Take development trainings to develop personal knowledge.
- Collaborate with product team to create and maintain documents for GKC.
- Attend meetings to coordinate with support departments as needed.
- Monitor Viva Engage to oversee and initiate training and product announcements.
- Ensure accounts, systems, and TICO certifications are up to date for the team.
- Fulfil the role of trainer as required, including delivering training sessions.
- Ensure the Consultative Sales Process is incorporated into applicable trainings.
- Other duties as required and assigned.
CORE COMPETENCIES
Our vision for the TTC Tour Brand Contact Center is to deliver Service Excellence through Operational Innovation and support for Self-Service, while being a global, 24x7 operation that is easy to work with.
- Action Oriented: Enjoys working hard, is energized by a challenge, and isn’t afraid of acting with minimal planning.
- Creativity: Generates unique ideas, adds value in brainstorming sessions, and easily makes connections between concepts.
- Customer Focus: Upholds customer service excellence with a dedication to both internal and external customers.
- Developing Direct Reports: Holds frequent one-on-one catch-ups, provides challenging tasks, and provides feedback to focus on career goals.
- Presentation Skills: Commands attention, can change tactics midstream when something isn’t working, and can present effectively to a wide range of group sizes and skill levels.
Other Desired Competencies
- Composure: Remains calm under pressure and handles stress professionally.
- Dealing with Ambiguity: Effectively copes with change, isn’t upset when things are up in the air, and comfortably handles and operates in uncertainty.
- Motivating Others: Can easily motivate and empower their team, brings out the best in others, and is someone people like to work with.
EXPERIENCE
- 2+ years related training & development experience
- 1+ years previous supervisory experience preferred
- Knowledge of Tropics, Amadeus and Genesys preferred
- Experience with Litmos or other content creation software considered an advantage
- Understanding of our brands, products and policies preferred
- Strong PC skills to include proficiency in Microsoft O365, data projection, Internet and webinar applications
We thank all applicants in advance for their interest in this position, however, only those selected for an interview will be contacted.
About The Travel Corporation USA
The Travel Corporation is a highly successful international travel group with over 25 award-winning brands. These include luxury hotels and boutique river cruise ships, niche tour operators and other leisure interests. Our guiding principle is one of providing the most enjoyable, enriching travel experience for its customers across the globe.
Our Company is family-owned and has been in business for four generations over nine decades. The Group maintains an uncompromising commitment to offering the highest standards of product integrity, outstanding service and leisure experiences. We serve over one million customers per year, and are dedicated to providing them with excellent service, value and quality in every one of our businesses. Each brand is strategically positioned and is clearly differentiated in its market sector. These brands are seen as market leaders in their respective niches.
Since we are privately-owned and financially independent, the company takes a long-term vision and strategy with our brands, with an ethos of attention to detail in all aspects of our business. Operating in 60 countries, on five continents, with over 35 offices and more than 4,000 team members, the multi-cultural vibrancy of our global business ensures a robust and dynamic future.
About Us? Our philosophy is simple. To create enriching experiences for our travelers by combining an unbeatable mix of exceptional service and quality at great value. The Travel Corporation (www.thetravelcorporation.com) offers something for everyone. Our multi award-winning portfolio ranges from luxury hotels and boutique river cruises, to independent holiday package companies and a variety of guided travel experiences.
As a worldwide travel expert, we currently operate in 60 countries, with over 35 offices and more than 10,000 team members, serving over 1.5 million customers annually. And as a 4th generation, family-owned business that is financially independent, we pride ourselves on taking a long-term view, with an ethos of attention to detail in all areas of the company.