Designation: Voice & Accent Trainer
Location: Gurgaon, India
Job description
Company Overview
Fareportal is a travel technology company powering a next-generation travel concierge service. Utilizing its innovative technology and company owned and operated global contact centers, Fareportal has built strong industry partnerships providing customers access to over 600 airlines, a million lodgings, and hundreds of car rental companies around the globe. With a portfolio of consumer travel brands including CheapOair and OneTravel, Fareportal enables consumers to book-online, on mobile apps for iOS and Android, by phone, or live chat. Fareportal provides its airline partners with access to a broad customer base that books high-yielding international travel and add-on ancillaries.
Fareportal is one of the leading sellers of airline tickets in the United States. We are a progressive company that leverages technology and expertise to deliver optimal solutions for our suppliers, customers, and partners.
FAREPORTAL HIGHLIGHTS:
- Fareportal is the number 1 privately held online travel company in flight volume.
- Fareportal partners with over 600 airlines, 1 million lodgings, and hundreds of car rental companies worldwide.
- 2019 annual sales exceeded $5 billion.
- Fareportal sees over 150 million unique visitors annually to our desktop and mobile sites.
Fareportal, with its global workforce of over 2,600 employees, is strategically positioned with 9 offices in 6 countries and headquartered in New York City.
Roles and Responsibilities:
1. Plan, Prepare and conduct NHT Training (VNA, Soft Skills, Culture and Pre-Process).
2. Provide constructive feedback and coaching to trainees where required on matters related to their ability to meet learning standards and objectives.
3. Gap Analysis – Identify and quantify opportunities for Communication/ Soft Skills Enhancement/Improvements based on customer services issues (Blogs/Complaints/Quality Score ).
4. Provide face-to-face and written feedback to trainees and submit daily, weekly and monthly Batch Reports to Training Managers/Team.
5. Identify Communication Errors and support the business with on-job training interventions for operational employees in accordance with business needs.
6. Continuously Enhance & refresh own core skills by maintaining regular contact with key business stakeholders to ensure alignment of skills and training against latest business priorities.
7. Designing and Implementing Dashboards and knowledge checks for Training Effectiveness.
8. Post training support to trainees through call monitoring to identify, assess and document recurring issues/errors and action accordingly to achieve desired results.
9. Improve managerial effectiveness, increase employee satisfaction and retention, drive organizational performance through participant engagement and accountability.
10. Conduct V&A Interviews and hire candidates with appropriate skill-set.
11. Responsible for other duties as assigned.
Required Skills:
1. Experience in Facilitation, Coaching, Group Training Delivery and Team Management.
2. Extensive knowledge of Voice and Accent/ Grammar/ Culture/ Customer Service/ Soft Skills.
3. Strong Interpersonal Skills, including strong Verbal & Written Communication and excellent Listening Skills.
4. Knowledge of computer applications such as Microsoft Outlook, Word, Power Point, Excel, and Basic Windows.
Qualifications:
1. Bachelors degree preferred or equivalent.
2. Minimum 2 years of related experience.
3. Language or/ and Training Certification will be preferred (e.g. CELTA, BSL, Berlitz, etc.).
4. Experience in building Training Modules, develop new Processes, Procedures or Improvements to existing Processes and Procedures.
