Customer Care Manager – Employees Trainer


City: Thornhill , ON, Canada
Title: Customer Care Manager – Employees Trainer
Category: IT, Sales, Customer Service, Marketing
EmploymentType: Permanent
Description:

We are hiring for Customer Care Manager- Employee Trainer for Full time Permanent position.

Location: Thornhill, Ontario

Salary: $60,000 - $70,000 + benefits + parking

Position Description:

The Customer care Manager is responsible for improving the productivity and effectiveness of Trip Support Operation workforce by coordinating and facilitating a variety of tailored, experiential, and advanced skills-development training programs to ensure that all employees have the necessary capabilities as well as knowledge required to perform their jobs competently. Actively conducts training and coaching at all levels.

Key Responsibilities:

  • Executes strategy and delivery of learning & development content effectively and with sustainment.
  • You are a business partner who regularly interacts with business leaders and partners to identify requirements and assess learning needs to develop customer services.
  • Develops comprehensive training programs for all front-line and leader roles and conducts training sessions (including Train the Trainers) as required for new employees, refresher training for existing employees and when required for implementation of new processes and programs; plans and organizes venues and supplies as required for training events.
  • Maps out annual corporate training and webinars schedules in collaboration with the different departments
  • Maintains and develops content and employee’s manual
  • Assists with Performance Management reporting and creation of review templates for the employees.
  • Maintains a training records database and continuous improvement of employees. knowledge about the destinations and encourage the employees to meet the number of the sales.
  • Evaluates and measures effectiveness of training; modifies programs as needed and provides direction to operations team
  • Uses customer and employee feedback and survey results to track customer satisfaction and to identify opportunities for improvement.

Training & Onboarding

  • Executes strategy for training program content, delivery, continuous improvement & sustainment.
  • Develops comprehensive training programs for all front-line customer services positions and conducts training sessions as required for new employees, refresher training for existing employees and when required for implementation of new processes and programs
  • Standardize and provide quality assurance for all onboarding initiatives across departments
  • Collaborate and coordinate learning activities with new business strategies, skill gap and performance management
  • Deliver key onboarding elements and assign virtual learning opportunities
  • Maintains a training records database.

Employee Development

  • Support company's performance management process
  • Support learning and development planning within individual performance reviews
  • Obtain feedback on performance management process and recommend process improvements
  • Regularly interacts with the Customer service team and the customers requirements and assess learning needs to develop custom programs.
  • Uses customer and employee feedback and survey results to track customer satisfaction and to identify opportunities for improvement.

Primary Objectives:

  • To promote and continually reinforce a strong, positive brand image for Trip Support
  • To promote a culture of high performance and continuous improvement.
  • To demonstrate and ignite passion for the Trip Support vision.
  • Inspire and encourage all employees to achieve success in their roles.
  • Contribute to an overall reduction in staff turnover and an increase in internal promotions, supporting those employees who aspire to positions of increasing responsibility.

Required Knowledge, Skills & Abilities:

  • Expert in learning principles and practices. Superior computer skills.
  • Possesses strong presentation, organizational and project management skills.
  • Experience working with Management team
  • Excellent communication skills & ability to influence decision making aligned with business goals.
  • The candidate is required to have at least 5 years background in Travel field.
  • Knowledge in destinations specially in Caribbean, Mexico as well as vacation packages in North America.
  • Experience in Sabre or Amadeus required.
  • Background in OTA company is an asset
  • Ability to self-organize multiple tasks well and to complete them on time with a clear focus on quantitative results.

Rated Competencies for this Position:

  • Compelling Communication
  • Developing Relationships
  • Understanding & Influencing Others
  • Coaching & Developing Others
  • Contributing to Team Success
  • Guest Driven

We thank all applicants; only those selected for an interview will be contact

Company:
Staffmax Staffing & Recruiting