Trainer bpo

Descripción general

The purpose of this role is to independently administer and deliver process training a US based Online Travel Agency Air Queues and Inbound call centre .Airlines
• Absenteeism – manage absenteeism in respective classes
• New Hire Attrition – reviews attrition trends and develops action plans for employee retention
• Improper Batch Size – Sometimes too small and sometimes too big
• Training Slots not available
• Dependencies on other functions/departments – manages and promotes interaction across cross-functional teams
• Adherence to Internal Regulations on People Management, Employee Handbook, IGT’s Policies, and Learning Agreement, disciplined in executing systems, processes and initiatives.
• Behavioural/Will Issues: Can address behavioural issues and concerns raised by participants balancing business and employee interest.
• Drive Improved Performance: Creates learning opportunities for team; encourages pursuit of development opportunities where appropriate.
• Proposes new approaches, methods, or technologies

Requisitos para postularse

• 1-2 years of proven experience in training customer service related process and applications
• 2-4 years of experience in travel preferably airlines.
• Knowledge of CRS / GDS preferably WSNP.
• Proficiency with MS-office.
• Excellent written and verbal communication skills in English.
• Training/Facilitation skills.

To deliver process training during initial / recurring stages.
Coach / monitor the trainees on the job and during live processing
Maintain updated records of all amendments in policies and procedures.
Maintain current product knowledge for each account
Provide feedback about individual strength and weaknesses and take remedial measures.
Ensure team is aware of all updates and changes in policies/ procedures and processes.
Manage performance for Bottom Quartile agents