We are hiring Contact Center Trainer for Meriton .
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, Genesis, 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
Reference : Contact Centre Trainer jobs
Source: http://jobrealtime.com/jobs/technology/contact-centre-trainer_i17567
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