Team Leader - Talent Creator at IGT Services and Technologies FZ LLC

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Full Time

Start Date

Immediate

Expiry Date

17 Apr, 26

Salary

0.0

Posted On

17 Jan, 26

Experience

2 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Communication Skills, People Management Skills, Training Delivery Skills, Experiential Learning, Group Facilitation, Planning and Organizing Skills, Analytical Skills, Conflict Resolution Skills, Coaching Skills, Mentoring Skills, Problem-Solving Skills, Customer Experience Knowledge, Process Compliance Knowledge, Software Proficiency, Training Needs Analysis, Team Player

Industry

IT Services and IT Consulting

Description

PRINCIPLE ACCOUNTABILITIES: EXPECTED END RESULTS MAJOR ACTIVITIES To deliver process training during initial / recurring stages. New Hire / Refresher Training Coach / monitor the trainees on the job and during live processing Feedback & Coaching Operational Metrics Trainee’s KRA and Probationary review Maintain updated records of all amendments in policies and procedures. Security Agreement Learning Agreement Trainee’s KRA and Probationary review Process Manual Updation & calibrations Carry out routine checks to access the knowledge of staff. Company policies Operational Metrics Provide feedback about individual strength and weaknesses and take remedial measures. Feedback & Coaching Probationary Review Operational Metrics Ensure team is aware of all updates and changes in policies/ procedures and processes. Product Updates Conduct Refresher Training Mentor and coach new trainers and training assistants Trainer Certification Trainer Feedback Observations Ensure similar knowledge level of the process at all times within the training team Manage performance for Bottom Quartile agents Create refresher programs to boost performance of bottom quartile agents Compliance Adherence to Information Security Policy, Zero Tolerance Policy, Client Privacy Policy, Disciplinary Policy and Learning AgreementIs disciplined in executing systems, processes and initiatives. Employee Retention Works with cross-functional departments, participates, and contributes to employee retention plans KEY DECISIONS: Identifying training needs of agents. Design and conduct Refreshers. Decide on the schedule and methodology to be used depending on the audience. DIMENSIONS: Training Operations Efficiency Batch Attrition Quality Scores Training Feedback Scores Floor Supervision Projects and Initiation SKILLS AND KNOWLEDGE: EDUCATIONAL QUALIFICATIONS – Graduate in any discipline, with above average academic profile RELEVANT EXPERIENCE – 2-3 years of proven experience in process training in a travel related process and applications 3-4 years of experience in travel preferably airlines. Knowledge of CRS / GDS preferably Apollo. Experience in Airline Reservations (Domestic or International). FUNCTIONAL COMPETENCIES --- Excellent Communication Skills People Management Skills Training Delivery Skills Experiential Learning Group Facilitation Transfer of Learning Planning and Organizing Skills BEHAVIORAL COMPETENCIES --- Achieving Result Serve and Delight your customers Collaborate and Partner with Others KNOWLEDGE, SKILLS, OTHER ABILITIES – Analytical bend of mind. Strong knowledge of Training Needs Analysis. Team-player with strong self-motivations; Performance-oriented coupled with excellent communication skills Ability to build productive working relationships Conflict resolution skills and receptive to change. Impeccable facilitation, coaching, and mentoring skills. Strong problem-solving, research and decision-making skills. Resource with an ability to monitor and coach agents on Communications, Customer Experience, Process and Product Compliance. Customer Experience/Process/Compliance Knowledge & Orientation. Ability to facilitate constructive, relevant and agent-centric coaching to agents that would impact agent proficiency. (PnP and Customer Experience). Ability to identify basic communications issues and introduce effective means to improve Work with internal partners to identify agents with communications opportunity Formal, specialized, job-related training with one to three years related work experience Proficiency with various software applications such as Microsoft Word and Excel Working knowledge of applicable customer contact systems (e.g. phone, email, web) Experience in providing feedback and should have patience and maturity to handle different/difficult situations/agents Ability to work under minimal supervision PERSONAL CHARACTERISTICS & BEHAVIOURS: Patience Strategic Thinkers and Partners Facilitators of Change and Learning Evaluators Flexible and adaptive to work schedules No criminal records No active violations and/or disciplinary memos Has positive behaviour and background High level of integrity, judgment, accountability, and follow-through

Responsibilities

The Team Leader - Talent Creator is responsible for delivering training, coaching, and monitoring trainees, while ensuring compliance with company policies. They will also manage performance and create refresher programs to enhance agent performance.