Training and Development Manager

The Training & Development Manager is responsible for the end-to-end learning lifecycle and quality standards across all contact center channels, including Inbound/Outbound Sales, Travel Agent/Consortia, and Customer Care. This role bridges the gap between technical knowledge and "white glove" service, ensuring every specialist is an expert in our products, sales tactics, internal processes, and technology systems. You will lead the Plantation-based Quality Assurance team to align coaching efforts with training initiatives, driving a culture of continuous improvement and high-level performance. Key Responsibilities Omni-Channel Training: Design and deliver comprehensive onboarding and sustainment programs for Inbound/Outbound Sales, Travel Agent/Consortia, and Customer Care. Technical Mastery: Develop training modules focused on product knowledge, complex booking systems (GDS/CRM), and internal operational processes. Sales & Service Excellence: Create and implement curricula for advanced sales tactics (consultative selling, upselling, lead management) and luxury-tier customer care. The "Nursery" Transition: Lead the "nesting" phase for new hires, ensuring a seamless transition from the classroom to the floor with measurable performance milestones. Quality Assurance Leadership QA Oversight: Directly manage the Plantation-based Quality Assurance team to ensure call monitoring aligns with current training standards. Closing the Gap: Analyze QA data and sales reports to identify performance trends, implementing rapid response "re-skilling" sessions to fix knowledge gaps. Calibration: Lead regular calibration sessions with Sales and Care Supervisors to ensure a unified definition of "Luxury Service" and "Sales Success." Operational Partnership Process Engineering: Partner with leadership to document and train on new system rollouts, marketing campaigns, and product changes. Coaching & Retention: Train Supervisors on effective coaching techniques to improve agent satisfaction and reduce turnover. Performance Metrics: Track and report on the ROI of training programs via KPIs such as Conversion Rate, Average Handle Time (AHT), and First Call Resolution (FCR). Position Requirements Experience: 5+ years of professional training/L&D experience, with at least 2 years in a management or lead role within a contact center. Industry Knowledge: Previous experience in Hospitality, Travel, or Luxury brands is highly preferred. System Fluency: Expertise in CRM platforms, call center telephony systems, and Learning Management Systems (LMS). Leadership: Proven ability to lead a Quality Assurance or performance-monitoring team. Skill Set: Master-level facilitation skills with the ability to translate complex technical processes into simple, executable training for staff. Education: Bachelor’s degree in Business, HR, Communications, or equivalent professional experience. #J-18808-Ljbffr