Training Supervisor

Overview

Xanterra Travel Collection, is a growing, exceptional group of travel and leisure businesses operating across the globe. Our properties/services combine dramatic settings and landmark buildings with exceptional service to deliver unforgettable experiences. We are inspired by our guests, our environment, and each other. Headquartered in our beautiful new Greenwood Village, Colorado offices, we strive to create a collaborative experience and a transformational journey for our valued team members. We have a high commitment to sustainability, growth and are seeking driven, innovative individuals who value offerings in career development and professional advancement. Our Travel Collection includes lodging, food and beverage, Windstar Cruises, short-line railroad, and adventure travel companies. Please visit xanterra.com for more information on the company and its environmental initiatives.

The Training Supervisor is one of the primary trainers for the Corporate Central Reservations Contact Center (CRes). Training is delivered through multiple channels including classroom style, remotely, and learning development platforms. In addition to delivering training, this role is also responsible for developing, implementing, and maintaining training programs for all aspects and positions within the contact center. The Training Supervisor ensures all staff are trained with the appropriate technical and product knowledge. This role also provides direct leadership by overseeing the Assistant Training Supervisor and the Help Desk team within Corporate Central Reservations

This posiiton will work REMOTELY from the comfort of your own home.

Responsibilities

• Develop and maintain in-classroom and remote based training outlines and materials for all aspects of the contact center training needs. These include (but are not limited to): new hire training, Group-FIT training, follow-up training for additional products beyond new hire training, recurrent training, additions to contact center's portfolio for lodging, tours, computer systems, policies, etc.

• Manage and supervise Assistant Training Supervisor towards training needs and goals of the contact center

• Manage and supervise the Help Desk team towards department goals of the contact center.

• Ensure staff is trained with appropriate technical and product knowledge

• Constantly review current training processes and implement improvements with guidance from the Training Manager

• Review methodology of training courses and how best to serve the needs of the company

• Conduct call, email, and chat monitors with agents according to defined timelines to provide coaching/feedback on agent performance

• Identify areas of opportunity through call, email, and chat monitoring to ensure agents are absorbing and incorporating training correctly and adhering to contact quality expectations.

• Maintain the virtual training room and ensure all resources are in working order in advance of training needs and report any resources in need of attention to allow sufficient time for repair / replacement.

• Work with the Reservation Supervisors with additional training for agents on PIPs (Personal Improvement Plans)

• Serve as a subject matter expert in relation to (but not limited to) contact center platforms, phone systems, reservation systems, quality standards

• Assist in contact center management to ensure calls, faxes, emails, contacts, etc. are answered and handled timely, efficiently and within established standards

• Assist team to coach, develop and motivate staff to ensure we deliver the highest in quality customer service.

• Provide ongoing constructive feedback to agents to ensure established goals/standards are met

• Prepare documentation and communicate with Reservation Supervisors any level of concern with an agent/Assistant Supervisor that may lead to corrective action

• Assist Supervisory team to, train, coach, develop and motivate Assistant Supervisors to ensure they work effectively and efficiently to accomplish their tasks

• Monitor all areas of agent performance to ensure standards are met, i.e. call monitoring, test calls, etc.

• Contribute feedback to Reservation Supervisors on Assistant Supervisor Performance Reviews as required

• Solve customer service issues with enthusiasm, doing what is best for the customer and company

• Assist in the recruitment process for agents

• Assist with scheduling

• Assist management team to provide work direction to reservations staff on non-phone projects

• Manage time; prioritize assignments to ensure they are completed within the designated timeframe

• Work as a team member with the Management Team and staff

• Be a unified representative of the Management Team

• Communicate openly and honestly with Team members

• Establish and maintain a strong relationship between C-Res and other departments or properties within the company

• Maintain strict confidentiality

• Represent Central Reservations and Xanterra in a professional manner at all times

• Supervise and assist in coordinating other special projects as required or assigned by the Manager and/or Director.

Qualifications

• Contact Center Management experience

• Sales and Sales coaching experience

• Hospitality or travel industry experience

• Customer Service and Customer Service coaching experience

• Proficient in Opera reservations system

• Proficient with ACD systems

• Proficient with PCs, including Microsoft Office applications

• Proficient with Articulate 360

• High School diploma or equivalent is required. College degree is preferred.

• Strong content development skills to reach a wide range of learners.

• Positive and upbeat, demeanor, with great internal Customer Service skills

• Strong class and remote presentation skills and the ability to teach to different personalities and learning styles

• Flexibility with changes in training practices

• Strong written and verbal communication skills

• Strong leadership, problem solving and motivational skills

• Strong leadership, time management, problem solving and reasoning skills

• Ability to manage multiple tasks simultaneously and adjust based upon priorities

• Must be a team player that can take direction and/or work independently as required, in addition to supporting policies, procedures and team members

COMPENSATION: The salary range for this position is $47,800.00 - $51,300.00

BENEFITS: For full-time employees, Xanterra offers a comprehensive benefits package including: Medical, Dental & Vision; HSA & FSA; Life & Disability; Accident, Hospital & Critical Illness; Pet Insurance; Vacation, Sick and Holiday Paid Time Off; 401(k) with Company Match; Employee Assistance Plan; Education Assistance; and Employee Discounts and Travel Deals.

EEO: Xanterra is committed to a diverse and inclusive workplace. We are an equal opportunity employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity or expression, national origin, age, disability, pregnancy, genetic information, protected veteran status, or any other legally protected status.