Soft Skills Supervisor (Job Vacancy)

Etraveli Group is the globally leading company for tech solutions and fulfillment capabilities for online sales of flights. We are here to solve complexity, by connecting millions of flights and travelers across the globe, from search and selection to trip and beyond. We hold consumer online travel agency brands like Mytrip, GoToGate & Flight Network and serve Booking.com with flights. Etraveli Group has also established strategic partnerships with companies like Skyscanner, Google Flights, TUI, etc.

Every day we strive to make the world smaller for our customers and bigger for our people. Our diverse team of more than 2300 passionate professionals is what makes us the industry's tech wonder and the best in the world at what we do.

Major offices in Sweden (HQ), Canada, Greece, India, and Poland.

Duties & Responsibilities

• Identify the strengths and weaknesses of the agents to plan the training
• Create/oversee the creation of customized session plans based on needs identified
• Create/oversee the creation of training material using such tools as PowerPoint, videos, and other creative tools, including a variety of role-play scenarios for in-class learning
• Create/oversee the creation of assignments and surveys to solicit feedback and identify opportunities for improvement
• Analyze the influence and progress of the agents during the training program
• Stay up to date with best practices to keep improving the training curriculum
• Continuous research on cultural relativism within customer service to customize training

Requirements

• Experience in managing a team of at least 3-4 Soft skills trainers in contact center set-ups
• Experience in training needs analysis, lesson planning, content development, and training plan implementation is a must
• Data analysis (excel skills) experience would be essential
• Strong understanding of business goals and standards for Customer service
• Ability to communicate effectively with senior management and other departments
• Experience in developing forward-looking, annual training plans
• Ability to effectively organize and manage multiple training initiatives simultaneously

(multiple locations/ international teams will be an added advantage)