Contact Center Travel Support Trainer

Must reside in Utah, United States*

The Trainer is responsible for creating, delivering, and maintaining training programs for new and existing Travel Support employees. This position serves as a subject-matter expert and escalation resource in company processes, travel systems, Sabre Red, air servicing, and customer support procedures. The Trainer audits and evaluates employee knowledge and performance, defines Sabre proficiency benchmarks, identifies training and development needs, determines appropriate instruction, coaching, or remediation, and reports progress to leadership to support employee competency and operational readiness.

Duties/Responsibilities:

• Develop, deliver, and maintain new-hire, technical, systems, process, and refresher training. • Determine appropriate training methods and adjust instruction based on employee knowledge, performance, and learning needs, managing varying skill levels in both classroom and real-time settings. • Create new and update existing training materials, job aids, exercises, assessments, and other learning resources on Atlassian and the Microsoft suite. • Maintain the technical proficiency necessary to demonstrate and train the skills identified in the company’s current Sabre Skills and Competency Requirements. • Train employees on Sabre functionality, including availability and pricing, ticketing, exchanges and reissues, refunds, queue management, schedule changes, and irregular operations (IROPS). • Define, maintain, and apply Sabre proficiency benchmarks and readiness criteria used to measure agent progress at varying skill levels. • Serve as a subject-matter expert for Travel Support processes, systems, Sabre, and air servicing. • Serve as an escalation resource for Travel Support Agents on complex servicing scenarios, including exchanges and reissues, involuntary refunds, schedule changes, and IROPS. • Handle live customer interactions periodically (at least several times per year, and as needed during training) to model service standards and stay current with agent processes. Taking customer calls is not a standard daily duty of this position. • Evaluate employee competency through assessments, demonstrations, simulations, observation, and practical application. • Exercise independent judgment in identifying knowledge and skill gaps and determining when additional training, coaching, or remediation is needed. • Report training progress to leadership and provide recommendations regarding employee development, competency, and readiness following training. • Audit and review Quality Assurance results, employee performance, customer feedback, and operational trends to identify training opportunities. • Evaluate changes to systems, policies, procedures, airline requirements, and business processes, and update training materials and instruction as appropriate. • Partner with Operations, Quality Assurance, Workforce Management, and other stakeholders to identify and address training needs. • Maintain accurate training, assessment, and competency records. • Measure training effectiveness using assessment results, Quality Assurance scores, and new-hire readiness data, and support continuous improvement of training programs and employee performance.

Required Skills/Abilities:

• Strong training, facilitation, coaching, and presentation skills. • Advanced Sabre (Native, Command Line) and air servicing knowledge and commands appropriate to assigned training responsibilities. • Ability to interpret and explain complex travel processes, airline requirements, fare rules, and servicing procedures. • Strong analytical, problem-solving, and decision-making skills. • Ability to independently identify training needs and recommend appropriate solutions. • Strong written and verbal communication skills. • Ability to develop effective training materials, assessments, and learning resources. • Strong organizational and project management skills. • Demonstrated proficiency in, and ability to train, the competencies in the company’s current Sabre Skills and Competency Requirements (see Attachment A). • Working knowledge of adult learning principles and ability to facilitate training in person and virtually. • Flexibility to schedule and deliver training across Contact Center operating hours, which may include early mornings, evenings, and weekends.

Education and Experience:

• Minimum of two (2) years of travel industry servicing experience in a contact center, travel agency, or Online Travel Agency (OTA) environment, including hands-on use of native Sabre Global Distribution System (GDS). • Minimum of one (1) year of experience training, coaching, mentoring, or evaluating others, which may include formal training, Quality Assurance, new-hire mentoring, peer support, or subject-matter-expert responsibilities. • Associate’s or bachelor’s degree in education, communications, business, or a related field preferred; equivalent work experience will be considered. • Formal facilitation, instructional design, or training certification preferred. • Familiarity with customer relationship, travel platform, or project management systems such as Switchfly and Atlassian preferred.

Physical Requirements:

• Prolonged periods of sitting at a desk and working on a computer. • Ability to communicate information clearly to individuals and groups during live training sessions, in person or virtually, for extended periods.

Switchfly Core Values to consider for this position: 

CUSTOMER OBSESSION 

Commitment to customers isn’t optional, it’s part of our DNA.  Because we never forget that without customers we wouldn’t exist, we innovate on their behalf, treating them as we’d like to be treated. There is no greater reward than a successful, happy, thriving team committed to delivering a ‘Wow.’ 

OWNERSHIP AND ACCOUNTABILITY 

Taking professional responsibility reflects an approach that understands the stakes, and how success requires everyone to be truly accountable.  We’re visionaries, not mercenaries, and from the CEO to our newest colleague, we own what we do, because the buck stops with each of us. 

Switchfly is proud to be an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. All employment decisions are based on qualifications, merit, and business needs — without regard to race, color, religion, age, gender, sexual orientation, national origin, disability status, or any other protected status under applicable laws.