Contact Centre Quality and Systems Trainer
Kognitiv are looking for a Contact Centre Quality and Systems Trainer – this is a brand new role working at the heart of our contact centre to train and support our multi-lingual sales and service agents to service enquiries from customers across the globe needing assistance in booking their dream holiday or travel plans.
Specialising in the travel industry, Kognitiv bring together blue-chip brands and travel content to produce beneficial trading relationships. We have significant growth ahead of us and are looking for outstanding people to come and join us. With offices around the Globe and key operational hubs in Manchester, Hong Kong and Toronto, this is an exciting opportunity to join a rapidly evolving organisation and work for an international business with a collaborative, smart and passionate team.
Based at our Manchester Operations Centre, reporting to our Head of Training and Development, you will be an accomplished deliverer of training, be it in the classroom or online. You will be experienced and excited about the travel sector and have had previous experience of travel booking systems. You must be highly systems literate; current projects include the implementation a new front end (Digital Trip) and mid-office system(s).
You will assist in the development of our call quality standard; listen to a schedule of calls per advisor and per brand to fixed monthly kpis; deliver feedback and coach the team to achieve the quality targets set; record ongoing achievements; identify performance issues and learning & development needs and address and/or advise on any necessary changes to the call quality structure and call guide to continually improve. You will also assist in the day to day duties of the department and assist with other training needs. You will be very comfortable communicating with Sales/Service Agents through to representing the function to our senior team.
You will be responsible for our home-based sales advisor induction programme and expected to promote continuous product learning within our sales team. You will work in partnership with our contact centre management team to drive performance; enhance our customer experience at every opportunity with ongoing product, destination and technical education; and will be targeted to maximize sales.
You will come from a background in travel and in sales (ideally contact centre sales). You will enjoy making a difference at fast pace, rolling up your sleeves and getting involved in a variety of areas to engage and support the team in our growing organisation. With a passion for coaching, training delivery and a hunger for continual development of yourself and others. You will also have the experience of training groups of advisors in the classroom and by webinar, be competent when designing new training programmes from scratch, skilled to get the best from a host of personalities and those whose first language is not English. You will motivate and encourage team members who are self-employed to consistently deliver to their optimum. You must also be able to communicate effectively -verbally and in writing - with both sales and service agents and our senior leadership team.
There may be a requirement to travel on business internationally from time to time. We are seeking an ambitious candidate as the opportunity to progress within the organisation is very attainable and realistic – this is a new role, so you will have the chance to make your mark and help to develop this integral function.
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