Contact Center Travel Support Trainer

Job not on LinkedIn

🔥 0 minutes ago

⛷️ Utah – Remote

⛷️ Utah – Remote

⏰ Full Time

🟢 Junior

🟡 Mid-level

📞 Call Center Representative

🚫👨‍🎓 No degree required

🦅 H1B Visa Sponsor

This company has sponsored H1B visas in the past.

👻 Ghost score 10%

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Switchfly

WebsiteLinkedInAll Job Openings

51 - 200 employees

Founded 2001

✈️ Travel

📦 Logistics

💼 Consulting

Travel • Logistics • Consulting

Switchfly is a white‑label travel loyalty technology company that provides a SaaS platform for businesses to offer travel rewards and dynamic packaging. The company connects travel inventory (airfare, hotels, cars, activities) with loyalty and employee rewards programs, integrating via APIs and using machine learning to personalize recommendations and streamline vendor management and traveler support. Switchfly primarily serves airlines, financial services, loyalty program operators, HR/rewards platforms and membership organizations to drive point redemptions and improve customer and employee engagement.

📋 Description

• Create, deliver, and maintain new-hire, technical, systems, process, and refresher training programs • Determine training methods and adjust instruction based on employee knowledge, performance, and learning needs • Create and update training materials, job aids, exercises, assessments, and learning resources using Atlassian and the Microsoft suite • Train employees on Sabre functionality, including availability and pricing, ticketing, exchanges and reissues, refunds, queue management, schedule changes, and IROPS • Define, maintain, and apply Sabre proficiency benchmarks and readiness criteria • Serve as a subject-matter expert for Travel Support processes, systems, Sabre, and air servicing • Escalation resource for complex servicing scenarios, including exchanges, reissues, involuntary refunds, schedule changes, and IROPS • Handle live customer interactions periodically to model service standards and stay current with agent processes • Evaluate employee competency through assessments, demonstrations, simulations, observation, and practical application • Identify knowledge and skill gaps and determine when training, coaching, or remediation is needed • Report training progress and employee development recommendations to leadership • Audit Quality Assurance results, employee performance, customer feedback, and operational trends to identify training opportunities • Update training materials and instruction in response to changes in systems, policies, procedures, airline requirements, and business processes • Partner with Operations, Quality Assurance, Workforce Management, and other stakeholders to address training needs • Maintain accurate training, assessment, and competency records • Measure training effectiveness using assessment results, Quality Assurance scores, and new-hire readiness data • Support continuous improvement of training programs and employee performance

🎯 Requirements

• Must reside in Utah, United States • Minimum of two (2) years of travel industry servicing experience in a contact center, travel agency, or Online Travel Agency (OTA) environment • Hands-on use of native Sabre Global Distribution System (GDS) • Minimum of one (1) year of experience training, coaching, mentoring, or evaluating others • 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 • Strong training, facilitation, coaching, and presentation skills • Advanced Sabre (Native, Command Line) and air servicing knowledge and commands • 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 the company’s current Sabre Skills and Competency Requirements • Working knowledge of adult learning principles • Ability to facilitate training in person and virtually • Flexibility to schedule and deliver training across Contact Center operating hours, including possible early mornings, evenings, and weekends • Ability to communicate information clearly to individuals and groups during extended live training sessions

🏖️ Benefits

• Equal opportunity employer committed to diversity and inclusion • Inclusive work environment • Prolonged periods of sitting at a desk and working on a computer • Live training delivered in person or virtually

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