Training Design and Delivery Specialist
Our team is dedicated to working smarter and more efficiently. We operate a fleet of aircraft, including the Airbus A320 family and Boeing 787-8s.
The Senior Training Design and Delivery Specialist will be responsible for designing and delivering training across various projects, with a focus on continuous improvement. Key responsibilities include:
* Project managing the development and delivery of training content using the latest technology.
* Focusing on the uptake of information and speed to competency of agents in understanding training content and communication updates.
* Designing and ensuring version control of induction training and customer support training programs.
* Updating and maintaining user guides for key systems used by contact centre staff.
* Participating in the development and management of content on the learning management system (LMS) for contact centre training.
* Defining and delivering strategies to increase first contact resolution and customer satisfaction.
Requirements:
* A certificate in training and assessment would be beneficial.
* Strong knowledge and understanding of a contact centre environment, preferably with experience working within aviation.
* Customer and delivery focused with exceptional stakeholder management skills.
* At least one year's experience in behavioural/technical training design and facilitation.
* Experience with coaching towards agreed KPIs and behaviours.
Benefits:
Discounted fares to destinations worldwide for you and your favourite travel companions.
Heavy discounts on airfares, accommodation, car hire and travel insurance for both domestic and international travel.
We value diversity and aim to create an environment where our employees feel valued, respected and enabled.