Trainer - Contact CenterTrainer - Contact Center
Job ID #: 19536
Company: Expedia North America
Location: USA - NV - Las Vegas
Functional Area: Travel
Employment Type: Full-Time Regular
Education Required: High School Diploma
Experience Required: 1-2 Years
Relocation Provided: To be determined
Position Description
The Las Vegas Operations Contact Center Trainer is responsible for the implementation of both new hire and recurrent training, as well as the maintenance of new hire materials, including training manuals for all lines of business serviced in the center. This trainer will also participate in the development, implementation and/or coordination of recurrent and niche training for support staff functions that directly relate to the sales process, to include lead agent training and customer service skills/process. The trainer is responsible to develop and implement a standard "report and repair" process for continual improvement at the individual and group level. This position will work under moderate supervision. The ideal candidate will be able to display a positive approach to training with a level of creativity and enthusiasm. A high degree of professionalism is expected at all times. Some travel is possible including potential international travel. This position will also complete other duties as assigned.
Responsibilities/Competencies:
*This position will consist of approximately 80% training and classroom delivery and 20% content feedback and review of ongoing curriculums
*Exceptional written and verbal communications skills are needed in order to communicate with clients and students, as well as internal and external organizations
*Monitor and report completion, comprehension and retention of content delivered to identify effectiveness and continuous improvement opportunities
*Ability to present curriculum and lead group discussions in a professional environment
*Finely-honed relationship-building skills are a must for building value with agents, team members, internal stakeholders and customers
*Strong organization and planning skills with the ability to develop plans and set priorities
*Be able to demonstrate good judgment and proactive problem solving methods and be able to constructively handle unexpected problems
*Both the ability to meet deadlines and schedule flexibility is crucial
*Solid understanding of Microsoft Word, Excel, PowerPoint, and Internet Explorer
* Sabre Air knowledge preferred
*Strong experience with agent tools preferred, especially Sabre and Voyager
*Ability to work with Supervisors / Managers to identify agent performance gaps and recommend solutions
*Collaborate closely with other department/groups on agent motivation programs
*2 years in training capacity preferred
*2 years in call center environment preferred
*20% minimum travel required
Education:
High School Diploma is required. Bachelor's degree strongly recommended.
About Expedia, Inc.
Expedia, Inc. is the world's leading online travel company, empowering business and leisure travelers with the tools and information they need to easily research, plan, book and experience travel. Expedia, Inc. also provides in-destination concierge service and activity desks for travelers. The Expedia, Inc. portfolio of brands includes: ®, ®, Hotwire®, EgenciaT, Expedia Local ExpertT, Classic Vacations® and eLongT. Expedia, Inc.'s companies operate more than 50 global points of sale with sites in North America, South America, Latin America, Europe, Middle East, Africa and Asia Pacific. Expedia, Inc. is a component of the S&P 500 index. For more information, visit (NASDAQ: EXPE).
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