Training & Quality

Company Description

Launched in 1998, this pioneering British-born brand has specialised in creating unforgettable experiences - from city breaks, hotels and holidays to theatre and spa days. lastminute.com is among the worldwide leaders in the field, helping hundreds of thousands of customers every year find, and do, "whatever makes them pink".

lastminute.com is part of lm group, a publicly-traded multinational Group, among the worldwide leaders in the online travel industry. Each month, our websites and mobile apps (available in 17 languages and 40 countries) reach 43 million unique users that search for and book their travel and leisure experiences.

More than 1,200 people enjoy working with us and contribute to providing our audience with a comprehensive and inspiring offering of travel-related products and services

Job Description

PURPOSE OF ROLE

To ensure that our agent and TL population are trained to the highest standard in sales or customer service teams. Working with the Client and onsite Quality manager monitoring, analyzing and identifying improvements. Delivering constructive 121 and coaching sessions to change agents and TL behavior and results. 

MAIN DUTIES & RESPONSIBILITIES

  • To identify and document all opportunity areas for improvements to onsite training manager and Client  

  • To deliver sales Or service training programmes across different teams 

  • To regularly develop TNA analysis 

  • To work closely with operational & Training & quality manager to understand the needs of the business

  • To follow the training plans and programmes as directed by the client 

  • To complete call monitoring sessions and give constructive feedback in line with the company standards, work to develop and continually refine standards. 

  • Show initiative and proactivity by recommending constructive and realistic improvements within all areas 

  • Undertake ad hoc projects as required

  • To continuously evaluate training and implement improvements based on feedback.

  • To deliver train the trainer sessions

  • To develop coaching skills across the campaign 

  • To be involved with calibration sessions for sales and service teams 

  • To monitor calls and work with the Quality manager to drive improvements 

Qualifications

SPECIALIST/TECHNICAL KNOWLEDGE, SKILLS, APTITUDE

Essential

  • Proven success within a contact center environment across customer service and sales

  • Good PC & Internet knowledge

  • GDS experience - Sabre and Amadeus ideal

  • History of delivering training 

  • History of mentoring others

  • History of delivering feedback and coaching others 

  • Good level of experience of data analysis 

  • Sound knowledge of the travel industry as a whole

  • Knowledge of power-point

Desirable

  • History of developing training programmes

EDUCATIONAL QUALIFICATIONS

Essential

  • Fluent in either English/French/Italian (Business Speaking)

  • Fluent in English 

  • 1year experience as a training professional

  • Educated to Diploma/Degree level

  • Experience of working in a contact center environment

Desirable

  • Experience in travel environment