Must be willing to work 100% onsite at our Bridgetowne Site
Must be okay with shifting schedule
Must have 48 years experience in a BPO or Travel BPM environment, with at least 3 years in training roles.
Minimum 3 years in the Travel domain (airlines, OTA, GDS).
Solid understanding of Travel processes, including experience with GDS systems is preferred. IATA certification is a plus.
Proficient in training frameworks: TNI/TNA, ROI analysis, training metrics dashboards.
Strong data-driven mindsetable to extract actionable insights, define KPIs, and track performance impact.
Demonstrated people management skills, including handling multiple trainers and locations.
Excellent communication and stakeholder interface capabilities.
Problem-solving mindset; ability to lead root cause analysis and apply corrective action.
Advanced proficiency in MS Office suite (Excel, PowerPoint, Word).
Familiarity with training tools and methodologiesILTs, WBTs, simulations, assessments.
Willingness to work in 247 environment.
Flexible with schedule and willing to work on holidays and weekends if needed.
Job Description
Lead end-to-end training initiatives for Travel domain processes.
Support the team in overseeing and delivering training programsNHT (New Hire Training), Upskill , Refresher sessions, and Certifications.
Design and execute process training plans: SOPs, facilitator guides, participant guides, process maps. Ensure adherence to training governance standards; monitor compliance and process updates.
Manage trainee performance during 306090 day ramp-up; certify readiness.
Identify Early Warning Signals (EWS) and take action for underperforming trainees.
Provide training reporting and insights to managers and clients; handle escalations.
Act as liaison for operations, quality, facilities, and workforce management for seamless training delivery.
Conduct Training Needs Identification (TNI) via data, root cause analysis, quality defects.
Regularly update training contentinfuse process, regulatory, or product changes.
Utilize analytical insights to identify opportunities and deploy process improvements. Collaborate with process leads to enhance AHT, CSAT, quality scores through training interventions.
