Trainer

As part of the Travel Incorporated University (TIU) team, the Trainer plays an integral role in training new Travel Consultants and upskilling our experienced Consultants.  From developing curriculum to leading classes and assessing learning outcomes, this position drives continuous improvement to the services offered by our world class contact center associates.

Responsibilities:

• Delivers in-person, hybrid and virtual training programs for new Travel Consultants with no prior industry experience, including industry concepts and terminology, company tools and technology and client care / quality protocols.  
• Conducts skill enhancement and continuous training for experienced Travel Consultants to improve efficiency, client satisfaction and technical proficiency.
• Facilitates structured onboarding to ensure that new hires integrate smoothly into the organization and fully embrace the Company culture and values.
• Assesses new hire progress through evaluations, simulations and role-playing activities and maintains accurate and thorough training and performance records and documentation.
• Contributes feedback and observations regarding learner performance for use in new hire performance evaluations.
• Escalates training participant performance and/or behavior concerns to appropriate leadership and HR.
• Updates, adapts or designs training content such as curriculum outlines, presentations, job aids, online learning modules, videos and assessment tools to reflect current industry trends and Company needs.  
• Creates accurate and engaging content for training modules, communications and online learning repositories, collaborating with subject matter experts as needed.
• Maintains up to date real time tools and resources for Travel Consultants such as the Weather Hub and Agent Page content.
• Gathers feedback from leadership, training participants and performance data to evaluate training effectiveness and identify areas for improvement.  
• Analyzes training outcomes using metrics such as knowledge retention rates and performance improvements, continuously refining training programs to improve effectiveness.
• Reinforces company expectations with regards to quality, client focus, accuracy and behavior expectations by clearly communicating with training participants and by setting a personal example of excellence.
• Complies with all internal policies and procedures, maintaining proper documentation and adhering to security standards and protocols.
• Maintains confidentiality related to all areas of work including associate performance.
• Performs administrative functions related to training, evaluating, onboarding and offboarding associates.
• Performs other duties as assigned.

Qualifications/Skills:

• EDUCATION: Technical training or college coursework, or equivalent combination of education and experience
• EXPERIENCE: 2+ years prior experience in a corporate training role developing, delivering and assessing performance and/or successful performance as a corporate Travel Consultant demonstrating the ability to meet or exceed performance standards and metrics, consistently handling complex transactions.
• KNOWLEDGE:  Knowledge of the corporate travel industry strongly preferred, along with substantial knowledge of adult learning principles, instructional design and training evaluation methods. Knowledge of world geography required.
• TECHNICAL/COMPUTER: Solid digital literacy with common business tools. Strong skills with MS Office, Google Business Suite or similar along with a solid understanding of file organization, maintenance and version control. Experience with tools used for process mapping, presentation, training, graphics, virtual meeting and/or learning management. Strong working knowledge and skills of one or more GDS systems and other travel and contact center systems and tools strongly preferred.
• LEADERSHIP: Demonstrated ability to coach and lead others as evidenced by prior work-related leadership experience and/or becoming an informal leader or “go to” person on a team.
• COMMUNICATION:  Communicates effectively and professionally with associates, team members, leadership and clients.  Demonstrates active listening and employs professionalism when sharing information.  Writes clear and concise emails and written communications.  Shows appropriate empathy and creates an environment of trust through communication style.
• PRESENTATION: Ability to make clear and compelling presentations on complex topics while maintaining awareness of audience reaction and whether they are grasping the information.  Adjusts as needed to suit style to various learners and audience members.
• ADDITIONAL SKILLS:
  • Environmental Awareness
  • Analytical Skills
  • Ethics
  • Accountability
  • Detail and Process Orientation
  • Client Service Focus
  • Emotional Regulation
  • Problem Solving

Other Important Information:

This position provides training in-person and remotely, and requires the individual to be present at our Duluth, GA headquarters on a regular basis.  Candidates should reside within an easy daily commute of Duluth.

Travel Incorporated is an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation gender identity, national origin, disability or veteran status. Individuals with disabilities who require accommodation or assistance to complete any portion of the inquiry, application or selection process may contact Human Resources at [email protected].