This role is eligible for our hybrid work model: 2 days in-office
Contact Center Training Manager
Our Support Services team is the backbone of our company’s service operations: constantly creating, teaching and iterating to find new ways of helping service and sales agents better meet the needs of our customers. If you thrive in a fast-paced, ideas-led environment, you’re in the right place.
Why this job’s a big deal:
In this critical role, you will partner with our Workforce Management, Contact Center Operations, Knowledge Management, and Instructional Design leaders to plan, design and drive the execution of projects to make big deal moments for our customers.
In this role you will get to:
Put the customer at the center of everything you do.
Effectively, provide leadership and coaching to a remote team of training specialists and associates in a multi-site, multi-national, multicultural, 3rd party outsourced environment.
Provides oversight for all phases of training programs for 2500+ global call center agents (including but not limited to LATAM, North America, and Philippines). Provide oversight for BPO training operations with weekly training workload management.
Conduct training evaluations and partner performance reviews to ensure training at each assigned site is consistent with program standards.
Provide appropriate coaching and performance feedback to indirect 3rd party trainers regarding program management and classroom delivery.
Oversee training impact measurement, reporting and trend analysis, and consult with stakeholders at assigned locations based on these results. This includes:
Analyzing learner performance data to illustrate meaningful performance trends and identify best practices and opportunity areas for improvements
Evaluating trainers and training materials, and advocating for improvements or changes
Partner with subject matter experts to support the creation of best practices and standard operating procedures for training and skill building activities.
Conduct needs analysis and job task analysis to identify gaps for new and current training programs.
Work with the instructional design, quality and operations teams to implement improvements.
Scope projects and evaluate existing documentation to identify the most appropriate change, learning, and communications solutions.
Provide oversight and governance for the training certification process at each assigned site.
Work closely with global training counterparts and project teams.
Execute change, learning and/or communications plans for new and updated processes and procedures.
Attend site inspections as needed globally up to 50% travel.
Stays abreast of new trends and tools in employee development and integrates them within existing programs.
Demonstrate your ability to carry out the job responsibilities of each position facilitated. Delivers train-the-trainer for curriculum when required.
Coordinate onboarding activities with cross-functional partners (i.e., IT tickets, welcome emails, equipment receipt, and first day system setup) to ensure a positive onboarding experience.
Who you are:
Bachelor’s Degree, or 1-3 years supervising and leading a successful team of trainers in a structured professional virtual setting in a contact center environment.
3-5 years of Training and Development experience in a structured virtual training environment facilitating, designing, and coordinating corporate training courses.
Previous experience working with flight GDS (Global Distribution Systems) is REQUIRED.
Previous vendor management experience is REQUIRED.
Demonstrated understanding of adult learning, learning evaluation, and instructional design methodologies .
Strong analytical and problem-solving skills.
Proven oral and written communication skills.
Experience delivering training virtually using virtual conferencing (Zoom, WebEx, Skype or Teams) and/or training delivery (Adobe Connect) technology.
Proven experience with coordinating and tracking organizational training through a Learning Management System, preferably with experience in Litmos, and creating reporting using learning analytics.
Experience with call and contact monitoring software: Verint (QM and XM packages) and AmazonConnect ACD is preferred.
Ability to manage multiple projects with exceptional organizational skills.
Working knowledge of change management and communications strategies.
Goal oriented self-starter and able to flex to changing business needs and priorities.
Innovative problem solver drawn to taking a solution based collaborative approach with internal partners.
Assertive and diplomatic, and achieves team cohesion, while integrating and aligning corporate initiatives.
Demonstrable ability to prioritize and juggle conflicting priorities to build outstanding solutions with an eye for fine details. While being able to break down high-level problems and articulate solutions to both business and technical audiences.
Experienced with Jira/Confluence and are experienced with Agile SCRUM development.
Illustrated history of living the values necessary to Priceline: Customer, Innovation, Team, Accountability and Trust.
The Right Results, the Right Way is not just a motto at Priceline; it’s a way of life. Unquestionable integrity and ethics is essential.
Who we are
WE ARE PRICELINE.
Our success as one of the biggest players in online travel is all thanks to our incredible, dedicated team of talented employees. Priceliners are focused on being the best travel deal makers in the world, motivated by our passion to help everyone experience the moments that matter most in their lives. Whether it’s a dream vacation, your cousin’s graduation, or your best friend’s wedding - we make travel affordable and accessible to our customers.
Our culture is unique and inspiring (that’s what our employees tell us). We’re a grown-up, startup. We deliver the excitement of a new venture, without the struggles and chaos that can come with a business that hasn’t stabilized.
We’re on the cutting edge of innovative technologies. We keep the customer at the center of all that we do. Our ability to meet their needs relies on the strength of a workforce as diverse as the customers we serve. We bring together employees from all walks of life and we are proud to provide the kind of inclusive environment that stimulates innovation, creativity and collaboration.
Priceline is part of the Booking Holdings, Inc. (Nasdaq: BKNG) family of companies, a highly profitable global online travel company with a market capitalization of over $80 billion. Our sister companies include Booking.com, BookingGo, Agoda, Kayak and OpenTable.
If you want to be part of something truly special, check us out!
Flexible work at Priceline
Priceline is following a hybrid working model, which includes two days onsite as determined by you and your manager (ideally selecting among Tuesday, Wednesday, or Thursday). On the remaining days, you can choose to be remote or in the office.
Diversity and Inclusion are a Big Deal!
To be the best travel dealmakers in the world, it’s important we have a workforce that reflects the diverse customers and communities we serve. We are committed to cultivating a culture where all employees have the freedom to bring their individual perspectives, life experiences, and passion to work.
Priceline is a proud equal opportunity employer. We embrace and celebrate the unique lenses through which our employees see the world. We’d love you to join us and add to our rich mix!
Applying for this position
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