Job Description
Scope: Planning and organising the training of new hires within our call centre. Deliver training and refreshers to employees including new hires. Create and update reference manuals and bulletins.
Job Description: Responsibilities:
- Maintain training manuals in order to conduct training sessions and ensure that training material is accessible to all employees on MILO.
- Facilitate orientation, training and refreshers of new hires on our different reservation systems, as well as on other tools needed to perform their tasks.
- Create new procedures when needed.
- Inform the staff on new and actual procedures, existing and new products and promotions.
- Guide new hires during call centre initial training.
- Maintain good contact with suppliers (hoteliers and tourist offices) in order to plan and coordinate training sessions.
- Verify, clarify, research and re-structure information provided by the business to ensure communication to staff is comprehensive and complete.
- Answer questions received on our products and maintain a reference documents for all to consult.
- Communicate changes / corrections to be made in the systems to the appropriate departments.
- Update skills and knowledge by enrolling in training specialist programs and assisting to presentations.
- Coordinate tour guides and liaise with tourism schools to facilitate the Call Centre hiring process.
Knowledge and Skills required:
- College diploma in Tourism
- Minimum of 1 year experience in a call centre position as well as facilitation and/or coaching experience
- Fluently bilingual in English and French
- Excellent communication and organisational skills both written and verbal.
- High energy and enthusiasm level
- Strong team player
- Knowledge of TTS and ARD
- Excellent interpersonal skills and the ability to motivate employees.
- Demonstrate good judgement, initiative & flexibility.
- Detail oriented
- Ability to work under pressure, multitask and manage daily schedule
- Advanced computer skills in Word, Excel, Power Point as well as Air Canada Vacations Reservation system
- In depth product, policies and procedures knowledge