Switchfly

Call Center Representative

• Create, deliver, and maintain new-hire, technical, systems, process, and refresher training programs
• Determine training methods and adjust instruction based on employee knowledge, performance, and learning needs
• Create and update training materials, job aids, exercises, assessments, and learning resources using Atlassian and the Microsoft suite
• Train employees on Sabre functionality, including availability and pricing, ticketing, exchanges and reissues, refunds, queue management, schedule changes, and IROPS
• Define, maintain, and apply Sabre proficiency benchmarks and readiness criteria
• Serve as a subject-matter expert for Travel Support processes, systems, Sabre, and air servicing
• Escalation resource for complex servicing scenarios, including exchanges, reissues, involuntary refunds, schedule changes, and IROPS
• Handle live customer interactions periodically to model service standards and stay current with agent processes
• Evaluate employee competency through assessments, demonstrations, simulations, observation, and practical application
• Identify knowledge and skill gaps and determine when training, coaching, or remediation is needed
• Report training progress and employee development recommendations to leadership
• Audit Quality Assurance results, employee performance, customer feedback, and operational trends to identify training opportunities
• Update training materials and instruction in response to changes in systems, policies, procedures, airline requirements, and business processes
• Partner with Operations, Quality Assurance, Workforce Management, and other stakeholders to address training needs
• Maintain accurate training, assessment, and competency records
• Measure training effectiveness using assessment results, Quality Assurance scores, and new-hire readiness data
• Support continuous improvement of training programs and employee performance

Explore Contact Center Travel Support Trainer at Switchfly. Review requirements and application details.

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Contact Center Travel Support Trainer