Contact Centre Trainer

3 days ago

Bondi Junction, Australia The Travel Corporation AU Full time

**Contact Centre Trainer**

**The role**

Reporting to the Contact Centre Trainer Manager, your overall responsibility will be assisting delivery of the training program across The Travel Corporations international touring brands.

You’ll have continual involvement in upskilling Contact Centre Agents with the knowledge required to meet key business objectives, including SLA’s that ensure customers are serviced with speed, accuracy, and effectiveness. The Contact Centre Trainer will help develop, implement, and maintain an ongoing training program as well as ad-hoc training agents when required.

Based out of our Bondi Junction head office (flexible working options available) your key responsibilities will include;
**Development of Contact Centre Team Members**
- Work with the Contact Centre Trainer Manager and the Contact Centre Leadership team (CCSM, Head of Consumer & Performance leaders) to develop training based on identified needs
- Work with the Coach Product and Service manager to develop and maintain Contact Centre process documents
- Collaborate with the Training and Development manager to create efficiencies across training sessions, collateral, and future planning
- Work with the Head of Contact Centre and People & Culture team to design training programs including the induction program ‘Take Flight‘
- Deliver ongoing training to the Contact Centre Agents relating to:
- Product
- Consultative Sales Process
- Booking and IT systems (Tropics, TMS, Genesys, Amadeus, Sharepoint)
- Reservation policies and procedures
- Monitor Contact Centre staff to identify any processing shortfalls and assist with identifying training needs
- Track agents progress & capture training opportunities early that can be addressed with peer partnering when required
- Work with the Business Process Outsourcing Manager to train and develop the Hexaware team based in Manila
- Be a brand and culture ambassador with an enthusiasm for travel

**Training Content & Delivery**
- Work with the Contact Centre Trainer Manager to design, develop and maintain SharePoint online training manuals, agendas, presentations, and assessments for all training programs
- Close collaboration with Work Force Planning team to ensure timing and duration of training aligns to resource management
- Manage the scheduling and coordination of training facilities and resources
- Contribute to the Contact Centre Training team collaborating with the Contact Centre Leadership team in the planning and development of the annual training calendar
- Collaborate with Product & Service, Client Services & Air teams to maintain accurate and comprehensive knowledge of products, policies, procedures and ongoing system updates of all applicable TTC brands
- Identify non-sales related barriers to success (product, systems knowledge, business process, etc.) and build a training plan to address accordingly

**Administration**
- All other duties as reasonable required by management

**What’s on Offer?**

Career development in a sustainable global company with extensive learning and development opportunities. We want our people to grow with us
- Full training and ongoing training provided
- Flexible work environments available
- Fun, welcoming, and enthusiastic culture with a strong social engagement
- Generous travel discounts across our family of brands
- Above award parental leave benefits
- Reputable Employee Assistance Program

In return, we’ll offer a fun workplace to be proud of. We’re a global, award-winning company with over 100 years’ experience. We have flexible working arrangements on offer between home and office environments and we partner with the Treadright foundation to ensure we make our efforts a force for good. We’re a diverse team who have a passion for equality and an ethos for inclusion, a place where we will help you grow and learn new things. So why not apply?

**How to Apply**

If you like the sound of this opportunity and you’re ready to take on a new challenge, we’d love to hear from you

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