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hace 2 semanas
**What is Exoticca?** Exoticca is a pioneering online travel agency that has revolutionized the conception, production, and e-commerce of long-distance dream trips. At the core of Exoticca's brand equity is the commitment to "creating life milestones." We believe in delivering best-value trips, exploring unique destinations, curating extraordinary travel experiences, and demonstrating genuine care for both our customers and the planet. We are a professional, dynamic, multicultural team in rapid international growth, seeking new partners to help us create the best and most forward-thinking travel company of our generation. **What do we do?** As the Training Manager, you will be responsible for defining, managing, and continuously improving our training program including tools, content, learning aids, and learning documentation. In this role, you will work closely with cross-functional partners across the business including product, CRM, quality, reporting, sales, and support. **What will you do?** - Create, maintain, and manage standardized training tools, plans, programs, and materials including training attendance log files. - Build a comprehensive training program to develop, pilot, launch, and iterate on training assets including course materials, presentations, and integrated curriculums including instructor-led and eLearning channels. - Drive the vision and strategy for enabling content development across a global, multicultural audience. - Act as a central point of contact for delivery centers to process training requests and coordinate with the central WFM team to plan and schedule training time. - Conduct training operation audits to measure effectiveness and compliance. - Define and implement key performance metrics to measure the training program’s effectiveness, quality, investment ROI, and business impact. - As needed, lead on-site train-the-trainer sessions across delivery centers. - Maintain a keen understanding of training trends, developments, and best practices. - Acts as liaison between Training and Operations counterparts to obtain updates and support for new product development needs. - As needed, conduct and facilitate training sessions, presenting information clearly and concisely. - Collaborate with functional leaders and cross-functional partners to develop and transition new workflows. - Develop, coach, and mentor a high-performing training team. - Implement a continuous improvement culture and methodology. - Conduct regular Knowledge Tests, analyze results and implement improvement initiatives. - Keep to date with knowledge of our products, pricing, promotions, and procedures. - Other duties as assigned. **Requirements**: **Previous Experience**: - Minimum of five (5) years of call center industry experience of which two (2) should be in the travel sector. - Minimum of two (2) years experience leading a training team including training content development, training roadmap planning, and LMS management. **Linguistic Skills**:(Based on Common European Framework of Reference) - C1/C2 level English (verbal, reading, writing) is required. - B1/B2 level in Spanish (verbal, reading, writing) is preferred. **Technical Knowledge**: - Familiarity with CRM, order management, and contact management systems and practices is a plus. - Salesforce knowledge and experience are highly desirable. - Minimum one (1) year experience working with Amadeus and/or other reservation systems with sound knowledge of ticketing/re-issuance & refund process. Certification from IATA/ travel institute desirable. - LMS expertise (set up, development, maintenance) preferred. - Must have a high-level working understanding of recruitment, talent retention, training methodologies, quality assurance programs, workforce management, and reporting. - Demonstrated knowledge of adult learning techniques, best practices in training design and delivery, blended learning methodologies, and industry best practices. - Work history must include a demonstration of each of the following: - Ability to coach and motivate others - Ability to prioritize and complete multiple objectives with little to no direct supervision - Ability to be proficient in technical writing for the development of procedures and training manuals **Education**: - BS/BA degree with a concentration in human resources, training and development, education, instructional design, management, or other related fields. **Essential Skills & Behaviors**: - Passionate about travel and exotic destinations - Highly organized and focused on details. - Self-starter, self-managed, responsible, dedicated, and tenacious. - Doesn’t get easily discouraged or frustrated. - Able to multi-task, prioritize, and manage time effectively. - Comfortable and competent using multiple systems concurrently. - Is a positive influencer and role model. - Able to effectively manage large teams/groups. - Able to prepare presentations and learning aids. - Exceptional presentation and
