Process Trainer - Muntinlupa City - IGT Solutions

    IGT Solutions
    IGT Solutions Muntinlupa City

    1 linggo ang nakalipas

    Paglalarawan

    Role: Sr. Executive-Training (Must have GDS exp)

    Location: Alabang, Muntinlupa City

    Mode: Work from Office

    JOB PURPOSE:

    This role is mainly responsible to gauge communication skills of trainees, monitoring calls and ensuring high level of communication skills are developed for associates. Secondary responsibilities include providing feedback, conducting refresher training, and developing action plans to enhance the communication and soft skills standards to meet and exceed operational metrics pertaining to communication and customer service.

    MAJOR CHALLENGES: Describe the major challenges you face in carrying out your job, and what you do in order to overcome them.
    • Absenteeism – manage absenteeism in respective classes
    • New Hire Attrition – reviews attrition trends and develops action plans for employee retention
    • Improper Batch Size – Sometimes too small and sometimes too big
    • Training Slots not available
    • Dependencies on other functions/departments – manages and promotes interaction across cross functional teams
    • Adherence to Information Security Policy, Zero Tolerance Policy, Client Privacy Policy, Disciplinary Policy and Learning AgreementIs disciplined in executing systems, processes and initiatives.
    • Behavioural/Will Issues – Can address behavioural issues and concerns raised by participants balancing business and employee interest.
    • Drive Improved Performance – Creates learning opportunities for team; encourages pursuit of development opportunities where appropriate.
    • Proposes new approaches, methods, or technologies

    RELEVANT EXPERIENCE –
    •

    2-3 years of proven experience in process training in a travel related process and applications


    • 3-4 years of experience in travel preferably airlines.


    • Knowledge of CRS / GDS preferably Apollo.


    • Experience in Airline Reservations (Domestic or International).

    FUNCTIONAL COMPETENCIES ---


    • Excellent Communication Skills


    • People Management Skills


    • Training Delivery Skills


    • Experiential Learning


    • Group Facilitation


    • Transfer of Learning


    • Planning and Organizing Skills

    BEHAVIORAL COMPETENCIES ---


    • Achieving Result


    • Serve and Delight your customers


    • Collaborate and Partner with Others

    KNOWLEDGE, SKILLS, OTHER ABILITIES –


    • Analytical bend of mind.


    • Strong knowledge of Training Needs Analysis.


    • Team-player with strong self-motivations;


    • Performance-oriented coupled with excellent communication skills


    • Ability to build productive working relationships


    • Conflict resolution skills and receptive to change.


    • Impeccable facilitation, coaching, and mentoring skills.


    • Strong problem-solving, research and decision-making skills.


    • Resource with an ability to monitor and coach agents on Communications, Customer Experience, Process and Product Compliance.


    • Customer Experience/Process/Compliance Knowledge & Orientation.


    • Ability to facilitate constructive, relevant and agent-centric coaching to agents that would impact agent proficiency. (PnP and Customer Experience).


    • Ability to identify basic communications issues and introduce effective means to improve


    • Work with internal partners to identify agents with communications opportunity


    • Formal, specialized, job-related training with one to three years related work experience


    • Proficiency with various software applications such as Microsoft Word and Excel


    • Working knowledge of applicable customer contact systems (e.g. phone, email, web)


    • Experience in providing feedback and should have patience and maturity to handle different/difficult situations/agents


    • Ability to work under minimal supervision

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