Contact Center Travel Support Trainer

This is a fully remote position, open to applicants in Utah.

📋 Description

• Develop, implement, and sustain training programs for new hires, technical processes, systems, and refreshers.

• Assess training methodologies and modify instruction based on employee knowledge, performance, and learning requirements.

• Produce and revise training materials, job aids, exercises, assessments, and educational resources utilizing Atlassian and Microsoft tools.

• Educate employees on Sabre functionalities, which include availability and pricing, ticketing, exchanges and reissues, refunds, queue management, schedule modifications, and IROPS.

• Establish, uphold, and apply Sabre proficiency standards and readiness criteria.

• Act as a subject-matter expert in Travel Support processes, systems, Sabre, and air servicing.

• Serve as an escalation point for intricate servicing scenarios, including exchanges, reissues, involuntary refunds, schedule changes, and IROPS.

• Occasionally engage in live customer interactions to exemplify service standards and remain updated with agent processes.

• Assess employee competency through evaluations, demonstrations, simulations, observations, and practical applications.

• Recognize knowledge and skill deficiencies and ascertain when training, coaching, or corrective measures are required.

• Communicate training progress and employee development suggestions to management.

• Review Quality Assurance outcomes, employee performance, customer feedback, and operational trends to uncover training opportunities.

• Revise training materials and delivery in response to alterations in systems, policies, procedures, airline requirements, and business processes.

• Collaborate with Operations, Quality Assurance, Workforce Management, and other relevant parties to fulfill training needs.

• Keep precise records of training, assessments, and competencies.

• Evaluate training effectiveness using assessment outcomes, Quality Assurance scores, and new-hire readiness metrics.

• Foster continuous enhancement of training programs and employee performance.

⛳️ Requirements

• Must be a resident of Utah, United States.

• At least two (2) years of experience in the travel industry servicing within a contact center, travel agency, or Online Travel Agency (OTA) setting.

• Practical experience with the native Sabre Global Distribution System (GDS).

• A minimum of one (1) year of experience in training, coaching, mentoring, or evaluating others.

• An Associate’s or Bachelor’s degree in education, communications, business, or a related field is preferred; equivalent work experience will also be considered.

• Formal certification in facilitation, instructional design, or training is preferred.

• Familiarity with customer relationship management, travel platform, or project management systems such as Switchfly and Atlassian is preferred.

• Strong skills in training, facilitation, coaching, and presentation.

• Advanced knowledge and commands of Sabre (Native, Command Line) and air servicing.

• Capability to interpret and clarify complex travel processes, airline requirements, fare rules, and servicing procedures.

• Strong analytical, problem-solving, and decision-making abilities.

• Ability to independently recognize training needs and propose suitable solutions.

• Excellent written and verbal communication skills.

• Proficient in developing effective training materials, assessments, and educational resources.

• Strong organizational and project management capabilities.

• Demonstrated proficiency in the company’s current Sabre Skills and Competency Requirements.

• Basic understanding of adult learning principles.

• Capability to facilitate training both in-person and virtually.

• Flexibility to schedule and conduct training across Contact Center operating hours, including potential early mornings, evenings, and weekends.

• Ability to clearly communicate information to individuals and groups during extended live training sessions.

🏝️ Benefits

• Equal opportunity employer dedicated to diversity and inclusion.

• Supportive and inclusive work environment.

• Extended periods of sitting at a desk and utilizing a computer.

• Live training offered either in person or virtually.