.What is Exoticca?
Exoticca is a pioneering online travel agency that has revolutionized the conception, production, and e-commerce of long-distance dream trips.
At the core of Exoticca's brand equity is the commitment to "creating life milestones." We believe in delivering best-value trips, exploring unique destinations, curating extraordinary travel experiences, and demonstrating genuine care for both our customers and the planet.
We are a professional, dynamic, multicultural team in rapid international growth, seeking new partners to help us create the best and most forward-thinking travel company of our generation.
What do we do?
As the Training Manager, you will be responsible for defining, managing, and continuously improving our training program including tools, content, learning aids, and learning documentation.
In this role, you will work closely with cross-functional partners across the business including product, CRM, quality, reporting, sales, and support.
What will you do?
Create, maintain, and manage standardized training tools, plans, programs, and materials including training attendance log files.
Build a comprehensive training program to develop, pilot, launch, and iterate on training assets including course materials, presentations, and integrated curriculums including instructor-led and eLearning channels.
Drive the vision and strategy for enabling content development across a global, multicultural audience.
Act as a central point of contact for delivery centers to process training requests and coordinate with the central WFM team to plan and schedule training time.
Conduct training operation audits to measure effectiveness and compliance.
Define and implement key performance metrics to measure the training program's effectiveness, quality, investment ROI, and business impact.
As needed, lead on-site train-the-trainer sessions across delivery centers.
Maintain a keen understanding of training trends, developments, and best practices.
Act as liaison between Training and Operations counterparts to obtain updates and support for new product development needs.
As needed, conduct and facilitate training sessions, presenting information clearly and concisely.
Collaborate with functional leaders and cross-functional partners to develop and transition new workflows.
Develop, coach, and mentor a high-performing training team.
Implement a continuous improvement culture and methodology.
Conduct regular Knowledge Tests, analyze results and implement improvement initiatives.
Keep up to date with knowledge of our products, pricing, promotions, and procedures.
Other duties as assigned.
Requirements Previous Experience: Minimum of five (5) years of call center industry experience of which two (2) should be in the travel sector.
Minimum of two (2) years experience leading a training team including training content development, training roadmap planning, and LMS management