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Call Centre Coach

3 months ago

Edinburgh, United Kingdom Trip.com Full time

**About Us**

We have more than 30,000 employees scattered across 30 countries in Asia, Europe, the Americas, and Oceania, striving to expand our global markets and aiming to be the world’s leading and most trusted family of online travel brands that aspire to deliver the perfect trip at the best price for every traveller.

**Introduction**

**Key Roles and Responsibilities**
- Conduct coaching of new hire groups during their nesting period
- Determine training needs and develop the appropriate training schedule
- Conduct effective business and operations induction and orientation sessions
- Maintain the coaching and training record and materials, optimising materials based on data and research
- Maintain close cooperation with customer service teams to continuously output qualified employees in line with the job requirements for the team
- Track and compile collected performance data, follow up and evaluate trainees’ performance
- Conduct training and coaching satisfaction surveys and get feedback from the trainees
- Follow the Training & Coaching SOP and provide the valuable feedback
- Consultation with other trainers, line managers and leadership
- Undertake other related tasks as specified by line manager

**Qualifications**
- At least 1 year related working experience, preferably in contact centre, travel industry or customer service.
- Proficiency in both verbal and written English
- Proficiency in office software, such as Word, Excel, PowerPoint
- Attention to detail
- Should be familiar with online training tools and have relevant training experience
- Have a positive attitude and be keen to develop your skills and your career

**What’s more?**
- Extensive learning opportunities and resources to further your career
- 32 days holidays (including 8 bank holidays)
- An Employee referral program that rewards you for inviting friends to come to work with us
- Enhanced family friendly policies to support your family whatever the circumstances
- Life assurance to give you peace of mind
- Employee well-being program: discounted gym memberships, health cash plan, enhanced sick pay, and an Employee Assistance Program
- Team building activities to encourage a sense of fun and belonging
- We celebrate a diversity and our cultural wealth by raising awareness and hosting events on-site

Have a good trip, and see you soon

**Job Types**: Full-time, Permanent

**Salary**: From £25,000.00 per year

**Benefits**:

- Referral programme

Schedule:

- 8 hour shift

Ability to commute/relocate:

- Edinburgh: reliably commute or plan to relocate before starting work (required)

**Experience**:

- coaching: 1 year (required)

Work authorisation:

- United Kingdom (required)

Work Location: In person