Trainer (Relocation Dublin)

The Trainer is responsible for delivering client focused training to address the new hire, product update and recursive training requirement of Convergys to ensure superior workforce preparation with best in class service and delivery.

You will have experience with training a team of Travel Consultants and have excellent working knowledge of a Travel GDS System such as Amadeus, Galileo, Worldspan or Sabre.

Responsibilities:

• Under the guidance of the Training Manager, the Trainer will facilitate the training of classes as required

• Utilize effective presentation and facilitation skills including creative training techniques and adult/accelerated learning techniques using a variety of training delivery modalities in a classroom environment

• Prepare and present training materials through classroom learning, hands on demonstrations, and supporting activities for technical, customer service, and sales account.

• Evaluate the performance of agents using tools available such as assessments, playbook observations, etc. and provide recommendations under the guidance of the Trainer and Training Manager

• Convey timely performance information to the Trainer and Training Manager throughout the training process/cycle

• Accountable for achieving individual training performance metrics

• Facilitate transition of trainees from training to production environment, ensuring competency levels meet business needs

• Maintain current product knowledge for each account by taking calls, attending team meetings, and side-by-side observations

• Participate in Convergys and client training sessions as required 

• Ensure effective, consistent communication with managers, peers, and other resource groups, including day-to-day informal interaction with clients. 

• Participate in a positive learning culture under the guidance of the Training Manager to include identifying and communicating areas for curriculum development/enhancement opportunities

Personal Success Profile:

• 3 - 5 years’ relevant experience in a Travel Consultant Training support function (preferably in a contact center) with excellent working knowledge of a Travel GDS System (ideally Amadeus)
• Bachelor's Degree in related field from a four-year college or university with less than two years of relevant experience preferred
• Strong communication skills, both written and verbal 
• Proficient in Microsoft Office
• Ability to multi-task, prioritize, and meet timelines on deliverables
• Self-starter, sense of urgency, and works well under pressure
• Strong attention to detail
• Sense of professionalism and ability to develop relationships 

What Convergys Offers You:

• Competitive annual salary
• 20 days annual holiday + 9 statutory days entitlement
• Convergys discount website with various offers against high street brands and Dublin restaurants
• Free parking and on-site canteen
• Excellent company benefits including pension, life assurance, VHI medical plan and discounted phone plan to name a few

About Convergys:

Convergys is a global contact centre business, with more than 125,000 employees working from more than 150 locations in 31 countries around the world. Our clients are many of the most recognisable brands in the world, and our success is thanks to our people who manage billions of customer interactions every year. We’re always looking to add positive, motivated individuals to our team – people who are eager to learn our business, grow in their careers and advance within our company. Does this sound like you?