Training Manager Job in London, London UK
As part of the OWW Global Training and Consistency team the eBookers Training Manager, is responsible for the team that directly supports the Global Customer Experience processes of Orbitz Worldwide businesses including eBookers, Orbitz.com and CheapTickets.com.
The ebookers Training Manager is a professional who independently develops training management strategies to serve business needs, and build capacity within the organization. The Trianing Manager will partner with Global Customer Experience team members and Vendor training teams teams to ensure agent new hire, upgrade and recurrent training needs are identified and delivered efficeintly and effectively.
The individual in this position is expected to perform thorough analysis, evaluation and development of new and modifications to existing sales, customer service and fulfillment processes. The individual will oversee the maintenance and development of all eBookers training material. The objective is to optimize training and processes to assist agents in delivering a superior customer experience with efficient costs.
The results will be measured in successful internal and external customer experiences, quality improvements, efficient operational costs, and a stronger integration of Orbitz Worldwide values throughout our brands and vendor partners. Responsibilities would also include reporting to the GTC Manager, as well as working with product and development teams, quality engineering and multiple outsourced vendor partners. This person will closely collaborate with the rest of the Global Customer Experience teams to support training and operational needs at a global scale.
Minimum Knowledge :
- Strong interpersonal and communication skills for coordination of various departments
- Ability to perform in multi-cultural environments with international audiences
- Experience with an Airline Reservation system (GDS)
- Excellent analytical skills, flexibility, ability to plan and organize.
- Excellent background on data and trend analysis
- Strong knowledge of Microsoft Word, Excel, PowerPoint. Knowledge of MS Visio or other diagramming tools preferred
- HTML
Minimum Experience :
- Educated to degree level, ideally in Training Development or English or Business Management/Operations or Administration. Equivalent job experience acceptable.
- 4+ years experience in travel contact center/operations working with Galileo, Apollo, WorldSpan, Amadeus, or other global distribution systems (GDS)
- 3+ years experience in classroom facilitation and delivering training
- 1+ years Project Management experience
- 3+ years writing experience (writing samples required)
- 2+ years experience with all MS Office Applications or similar
Desired Skills
- RightNow experience
- Bilingual - English Spanish, French, German, or Italian (must be fluent in written and oral communication)
- Strong Project management skills including project planning, scheduling and accountability.
- Proven leadership skills and the ability to influence outside of formal span of control.
