- Hiring: Hire candidates as per client and process requirements across all communication parameters
- Training Performance: End-to-end responsibility for training deliverables including throughput, certification, and early production performance
- Training Interventions: Conduct interventions during process training and nesting
- Training Review: Conduct detailed daily reviews of new hire training
- Reporting: Ensure timely and accurate sharing of all training reports with internal stakeholders and clients
- Content Creation: Conduct Training Need Identification (TNI) and modify the pre-process training plan accordingly
- Knowledge Management: Ensure floor agents receive timely monthly checks, floor refreshers, etc.
- Stakeholder Management: Manage internal communication with peers, stakeholders, and clients
- Coordination: Plan and execute training interventions during process training and nesting
- TNI & Refreshers: Identify agent strengths and areas for improvement, and create concrete work plans
- Intervention Planning: Create intervention plans based on TNI, including SBS, one-on-one coaching, briefings, classroom sessions, and on-floor activities
Special Role Requirements:
- Excellent written and verbal communication skills
- Bilingual proficiency in English and German
- Willingness to work in a 24x7 environment (5 days a week with non-weekend offs)
- Proficiency in MS Office
- Travel-ready
Qualifications:
- Under Graduate / Graduate
- Should have experience/knowledge in one or more GDS applications (Sabre, Worldspan, Apollo, Amadeus, or Galileo) preferred
- Background in Customer Service/Travel processes, preferably with a TMC (Travel Management Company)
Work Experience:
- Travel Experience: 3+ years
- Training Experience: 2+ years in training functions
- Corporate travel experience is required
