Job Description
Start date : ASAP
End date : 1 year contract
Planning and organizing the training of new hires within our call center. Deliver training and refreshers to employees including new hires. Create and update reference manuals and bulletins.
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 center 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 center position as well as facilitation and/or coaching experience
- Fluently bilingual in English and French
- Excellent communication and organizational 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 judgment, initiative & flexibility
- Detail oriented
- Ability to work under pressure, multi task 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
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