Position Overview:

The Training Manager key responsibilities include delivering the Branded training to Entry Level TSE’s as well as remedial training as necessary to those TSE’s within the “90 Day Corridor”, which is designed to increase TSE productivity skills and early achievement of minimum standards of performance supporting our Vacation Ownership Program and maintaining a positive relationship within each market.

The key management objective is to achieve (Respective TSE) KPI- package sales, net close and VPG while reinforcing Branded Culture within the Call Centre to create better retention levels, reduce turnover and decrease personnel costs associated with turnover.

Key Responsibilities:

• Trains, coaches, and develops TSE’s to enable them to maximize their effectiveness and production
• In conjunction with the Call Centre Leaders, coordinates, facilitates, and tracks completion of initial training, remedial training and first 90 days of PMP
• Manages training materials inclusive of training manual and updates accordingly as needed
• Communicates regularly and effectively with TSE’s, Team Leaders, Managers, Senior Managers and DOM’s regarding the status of training schedules, initiatives, and all 90 day corridor training
• Keeps current with AVC training tools and is responsible for creating other training content such as videos, key note presentations, etc.
• Assists with review and revisions to new and existing training materials and sales tools as requested
• Attends and participates in regional and corporate meetings, as required
• Working in conjunction with HR and the Call Centre Leaders, ensure that the appropriate number and quality of TSE’s is sufficient at all times to meet Headcount requirements and resulting package sales and tour flow. Take responsibility for the recruitment activity, training, development and performance measures of TSE’s as appropriate
• Develop, maintain and enhance AVC’s culture in all facets of the Call Centre operation, while building strong and ethical team values
• Coordinate, deliver and supervise the initial induction and training program with new TSE’s to ensure they have a complete understanding of the flow of process, product knowledge and the AVC Brand Standards
• Conduct regular and one-on-one training and performance reviews with TSE’s, and perform specialized and focused remedial training when necessary to ensure TSE’s are achieving their individual requirements
• Assist, deliver and/or supervise regular (minimum weekly) team training sessions of all TSE’s on selected aspects of the presentation, or other motivational, instructional topics, with the objective of ensuring the delivery and integrity of the Brand is not compromised or deviated from. Ensure there is consistency with AVC’s approved training, development and motivational programs
• Monitor and manage the performance of individuals daily in accordance with agreed minimum performance standards and exercise disciplinary action within Company guidelines as necessary
• Ensure TSE’s adhere to all company and any regulatory compliance requirements and policies, at all times to ensure the ‘Customer Experience’ and the brand integrity of Anantara and the Minor Group of Companies is not compromised. Monitor that all TSE’s represent the company in an ethical, moral and professional manner at all times.
• Promote good working relationships between SH Call Centre and all other departments within AVC and the Minor group of companies
• Ensure that Call Centre facilities, property and assets are maintained to a high standard at all times, and are secured
• Conduct the efficient and effective training with satisfaction ranking in 4 points or above from the evaluation form by participants

Key Performance Indicators:

• Training, coaching and developing TSE’s to maximize effectiveness and production
• Ensure a high level of internal and external customer satisfaction
  

• 90 Day Corridor TSE’s and their achievement of respective KPI’s

Required Skills and Attributes:

To perform this position successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or abilities required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions:

• Excellent coaching and teaching skills
• Strong leadership skills and ability to lead by example
• Excellent communicative, listening and organizational skills
• Ability to analyse and interpret trends in numerical and fiscal performance reports
• Ability to conduct effective group and one on one meetings
• Ability to accurately evaluate TSE performance levels
• Presents oneself as a professional role model
• Ability to travel freely, if required
• Ability to focus on the situation, issue, or behaviour rather than the person and to manage TSE’s professionally at all times
• Problem solving and negotiating skills

• Positive and enthusiastic attitude

上班地址：上海市黄浦区龙华东路647号电科滨江中心15楼