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
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
SPECIALIST/TECHNICAL KNOWLEDGE, SKILLS, APTITUDE
Proven success within a contact center environment across customer service and sales
Good PC & Internet knowledge
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
History of developing training programmes
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
Experience in travel environment