Contact Center Trainer

Job Description

Job Description

Description:

ABOUT US

At TTC, we are Enriching lives by connecting people and places. For over 100 years, we’ve been bringing the world closer together by crafting journeys that create lasting memories, lifelong friendships and meaningful cultural connections. Across more than 70 countries and our award-winning brands, we design and deliver travel experiences that go beyond sightseeing - they change perspectives. Behind every unforgettable journey is a passionate team making it happen. That’s where you come in.

OUR VALUES

Everything we do is guided by our five shared commitments:

• Value Every Voice - We put people first.
• Act with Integrity - We do what’s right.
• Explore Beyond Boundaries - We’re driven by curiosity.
• Own the Outcome - We take responsibility for our decisions.
• Succeed Together - We’ve got each other’s backs.

THE OPPORTUNITY

As a Contact Center Trainer, you’ll play a key role in inspiring, challenging, and developing contact center employees across all brands. You will design and deliver impactful training, provide coaching, and mentorship that builds capability, confidence, and consistency, enabling teams to perform at their best. In doing so, you’ll strengthen a highly skilled and engaged workforce, directly supporting TTC’s purpose by driving exceptional service and memorable experiences.

WHAT YOU'LL DO

Training Design & Delivery

• Deliver engaging and impactful learning experiences that build employee capability, confidence, and performance across all brands.
• Design, update, and deliver new-hire and ongoing training programs that immerse employees in brand culture, products, and systems.
• Deliver product training for new launches using creative, interactive methods to drive engagement and knowledge retention.
• Create and maintain a monthly training calendar with clear class descriptions for employees and managers.

Manager Partnership & Development

• Partner with leaders to identify capability gaps and deliver targeted development that supports performance excellence.
• Collaborate with managers to assess training needs, uphold performance standards, and deliver focused development opportunities.
• Track training impact and provide actionable insights on employee performance and progression.
• Support professional development initiatives across all brands and contribute to special training projects.

Digital Learning & Content Creation

• Develop accessible, engaging digital learning solutions that support continuous development and scalable training delivery.
• Create and maintain online learning content using Litmos and Articulate, ensuring materials are current, interactive, and effective.
• Communicate training updates and share resources through Viva Engage and other internal platforms.

Digital Learning & Content Creation

• Foster a positive and engaging learning environment that strengthens connection, confidence, and brand advocacy.
• Act as a brand ambassador for new hires, creating an engaging and supportive onboarding experience from day one.
• Occasionally support Contact Center operations by handling service interactions to stay connected to team workflows and customer needs.

WHAT YOU'LL Bring

Essential Experience

• At least one year of experience in training, facilitation, learning & development, or coaching role.
• Proven experience delivering instructor-led and/or virtual training programs in a fast-paced operational environment.
• Strong communication, presentation, and facilitation skills.
• Ability to engage diverse audiences with creativity, patience, and professionalism
• Proven ability to manage multiple priorities with flexibility and composure in a fast-paced environment.

Nice to Have

• Experience in a reservations, training, or contact center role within travel or hospitality.
• Working knowledge of TTC brands and products.

Technical Skillset

• Advanced proficiency with Microsoft 365 including MS Teams.
• Advanced proficiency with data presentation tools and webinar platforms.
• Experience using key systems such as Tropics, Genesys, and Salesforce.

Key Competencies

• Collaboration and ability to work effectively across teams, building strong relationships to deliver shared goals.
• Adaptability and the ability to respond effectively to change, adjusting priorities and approach to meet evolving needs.
• Quality and attention to detail by ensuring accuracy, consistency, and high standards in all work, minimizing risk and rework.
• Resiliency and drive by maintaining energy and focus in challenging environments, persisting to achieve results.
• Developing self & others and the ability to actively seek growth and support the development of other to build capability adn performance.

ROLE SUCCESS CRITERIA

Success in this role is measured through a combination of learning effectiveness, employee performance, and behavioral impact:

• Training Engagement: Increased engagement and completion rates across all programs
• Onboarding Experience: Improved new hire satisfaction and readiness scores
• Performance Impact: Measurable improvement in post-training performance (e.g., quality, productivity, sales, or service KPIs)
• Stakeholder Feedback: Positive and consistent feedback from managers and trainees on training effectiveness and application
• Knowledge Retention & Behavior Change: Sustained performance improvements demonstrating long-term retention and application of skills

TRAVEL & OTHER REQUIREMENTS

• Work Location: Open to hybrid in Costa Mesa, CA or Fully Remote in the USA.
• Occasional support of Contact Center operations to stay current on processes.
• Ability to flex hours as needed to collaborate with other time zones.

The Travel Corporation is an equal opportunity employer and does not discriminate against race, color, creed, sex, gender, religion, marital status, age, national origin, sexual orientation, or any other consideration made unlawful by federal, state, or local laws or ordinances. The Travel Corporation is proud to be an equal opportunity employer. We not only encourage and support diversity in the workplace, we celebrate it! If you feel you have the skills and experience to thrive in a supportive and inclusive environment, we want to hear from you!