Contact Centre Trainer chez The Travel Corporation (TTC)

Description

ABOUT US

Our philosophy at The Travel Corporation (TTC) is simple, we create enriching experiences for travellers by combining an unbeatable mix of exceptional service and quality at great value.

As a global business with over 100 years of experience in the travel industry, our ethos of being ‘Driven by Service’, ensures we keep our values of passion, people and purpose at the heart of everything we do - designing and running immersive, innovative and responsible travel experiences for our guests across 70 countries. Join us in creating life-changing moments for every guest across our award-winning brands and experience the TTC difference. 

OUR VALUES

• Driven by service

• An inherent passion for travel

• Commitment to our customers and to our people

• Commitment to social responsibility and our 5-year sustainability strategy

POSITION SUMMARY

As a Contact Centre Trainer, you’ll play a key role in inspiring and developing our Contact Centre teams across multiple brands. You’ll design and deliver impactful learning experiences, coach and mentor employees, and help shape a culture of service excellence that sets us apart.

KEY RESPONSIBILITIES 

Training Design & Delivery

• Design, update, and deliver engaging new-hire and ongoing training programs that immerse team members in brand culture, products, and systems.
• Conduct product training for new launches using creative, interactive methods to drive engagement and knowledge retention.
• Create and maintain a monthly training calendar with clear class descriptions for team members and managers.

Manager Partnership & Development

• Partner with managers to assess training needs, maintain excellence standards, and deliver targeted development opportunities.
• Track training impact and provide actionable feedback to managers on performance and progress.
• Support professional development programs across all brands and assist with special training projects.

Digital Learning & Content Creation

• Develop online learning content using Litmos and Articulate, ensuring learning materials are current, interactive, and accessible.
• Share training updates and resources with employees through Viva Engage and other internal platforms.

Employee Engagement & Brand Ambassadorship 

• Serve as a brand ambassador for new hires, fostering connection, confidence, and engagement from day one.
• Occasionally support Contact Centre operations by handling service calls when needed, maintaining hands-on experience with team workflows.

Requirements

ROLE SUCCESS CRITERIA

• Increased training engagement and completion rates. 
• Improved onboarding satisfaction scores. 
• Enhanced performance metrics post-training. 
• Positive feedback from managers and trainees.

KEY INDIVIDUAL TRAITS

• Adaptability: Demonstrates the ability to adjust effectively to changing environments, priorities, and challenges. Embraces new ideas and approaches with flexibility and openness. 
• Collaborative: Builds strong relationships and works cross-functionally with a consultative, co-creative approach to influence and align others in a fast-paced environment. 
• Curiosity: Driven by lifelong learning, actively seeks new knowledge, skills, and perspectives to enhance performance and personal growth. Embraces continuous learning as a core value. 

YOUR EXPERIENCE AND EXPERTISE

• Minimum 1 year of experience in a reservations, training, or contact centre role within travel or hospitality.
• Strong understanding of TTC brands and products.
• Proficiency with Tropics, Amadeus, and Genesys.
• Advanced computer skills, including Microsoft 365, data projection tools, and webinar platforms.
• Excellent communication, presentation, and facilitation skills.
• Creativity, patience, and composure under pressure.
• Ability to manage multiple priorities with professionalism and flexibility.

TRAVEL & OTHER REQUIREMENTS

• Work Location:  Hybrid (office & remote) - in Costa Mesa, CA office; details to be agreed with line manager
• Travel:  To be discussed
• Occasional support of Contact Centre operations during peak periods