Urgent Hiring: Process Trainer for Travel Account | EXL MOA

Basic Function

The primary role of the job is to educate and produce competent staff to deliver client-set requirements. The job focuses in transferring process knowledge and its related skills essential to accomplish tasks needed for production. It is also responsible for providing assistance in the following: developing and improving the process-specific curriculum, conducting training needs analysis, creating content to meet the client-set updates, organizing cross- and up-skill training, and reporting to process owners

• Lead and co-lead new hire classes and continuing education training for both new hire trainees and tenured agents
• Monitors and completes daily attendance tracking during the entire process training until nesting
• Formulates effective activities, exercises or assessments for learning improvement
• Monitors and evaluates operations, programs, processes and/or practices for quality and effectiveness; make recommendations for improvement
• Ensure compliance to client and organizational policies and procedures
• Maintains consistent and professional communications skills with supervisor, manager, operations management, peers and trainees/agents
• Deliberate to identify new hires’ needs in training and nesting
• Monitor trainees’ post-nesting performance for the first 3 months after being endorsed to operations
• Deliver the training content/context based on the agenda/curriculum
• Demonstrate effective leadership to individuals including new hires and tenured agents
• Implement and demonstrate efficient training methods
• Collaborate with the team for effective knowledge and skills transfer indispensable to the process and business needs
• Participate in client calls and visits with the supervisor’s guidance
• Collaborate with the quality and operations teams for process improvement
• Conduct team huddles and provide floor and online support on process updates
• Develop and implement an effective system for process updates as and when required by the process/clients

Competencies Required:

• Ability to transfer knowledge, develop and motivate a team
• Understanding of end-to-end processes and appreciation of critical parameters
• Ability to work in a continually challenging environment
• Ability to communicate effectively to a variety of audiences
• Good written and verbal communication skills
• Great customer service skills
• Basic knowledge of MS Office – Excel, PowerPoint, Word
• Well organized; Strong organization and time management skills
• With good leadership background

Required Skills

• High level computer proficiency including: good computer navigation skills and PC skills and strong Excel, with knowledge of other Microsoft Office Suite
• Email writing skills
• Preferably good typing speed and accurate system updating
• Phone call/master handling skills
• Keyboarding skills ( at least 30 wpm)

• Experience in BPO Travel Accounts
• Flexibility to work in various shifts
• Knowledge on quality procedures
• Strong Process Knowledge
• Understanding of end-to-end processes and appreciation of critical parameters
• Effective coaching and good communication skills
• Time management and strong analytical skills
• Knowledge of MS Office
• Self-initiated, drive and zeal for continuous improvement

• Create a high performing culture; planning, organizing and prioritizing all work activities to achieve department and team goals and objectives
• Attention to details
• Adaptable and flexible
• Active listening skills
• Self-discipline
• Learning and decision making

Listening, patience and action oriented

• Team mentoring, engagement and coaching skills
• Clear writing and verbal communication
• Demonstrated problem solving skills and the ability to do multi-tasking
• Excellent Communication Skills (CEF B2-8)
• Strong customer service focus
• Ability to empathize with the customer
• Prioritizing customer needs
• Good problem solving , reasoning and analytical skills
• Negotiation and influencing skills
• Ability to deliver messages/responses in a clear and concise manner

Education Requirements

Graduation (in any stream) or diploma with a minimum of 15 years of education.

• Candidate should have a minimum of 12 months of work experience in a BPO environment preferably in a Travel CS account
• Minimum 1 to 2 years of training/ coaching experience
• Global Distribution System (GDS) / Sabre knowledge preferred