About the role;
We have an exciting opportunity for a dynamic and enthusiastic Training Manager , reporting into the Call Centre Director, to join the existing team here at Kognitiv in our Mississauga location.
You will be responsible for working closely with the Call Centre Lead Team and subject matter experts to create engaging training material which can be rolled out across the business for our reservations sales and support teams. The role also aligns with the global training teams to ensure consistency in the training, messaging and expectation across our Call Centres.
You know what makes a phenomenal sales and service person and provide others the path to becoming one
Utilizing the Call Centre’s strategic objectives, you'll deliver impactful training's to align with our vision and how it relates to expanding service growth
Consistently looking for ways to improve, you'll analyze data to ensure continual success and improvement of training's you deliver and individuals you influence
You know that impactful training doesn’t ever really end. As such, you'll also be an advocate for the sales Team - consisting of call-center employees - assisting them throughout new product launches and organizational updates.
You're able to communicate and provide feedback and coaching in a way that inspires and motivates others to succeed.
You're as energetic and inspiring as they come - always encouraging others to be the best version of themselves while demonstrating openness to change and commitment to personal/professional growth!
Areas of responsibility will include (but are not limited to);
Plan, and provide training and staff development programs, using knowledge of the effectiveness of methods such as classroom training, demonstrations, on-the-job training, meetings, conferences, and workshops
Conduct ongoing refresher sessions
Assist in the development of our call quality standard; listening to a schedule of calls
Perform Call Control assessments and produce regular schedules call monitoring, while utilizing mandated performance scorecards.
Share feedback and coach the team to achieve quality targets that have been agreed
Identify performance issues and L&D needs
Focus on customer experience in the training as well as educating on industry specific knowledge
Promote continuous learning within our Sales Team
Who are you?
TRAVEL INDUSTRY BACKGROUND IS MANDATORY
This role will require senior or management experience working in the travel industry. In a fast-paced environment, your main responsibility will be ensuring that our sales team are serving our customer calls to the highest standard possible. You will be right in the heart of our contact centre, supporting our highly talented sales and service agents.
Your communication skills are second to none and you have the ability and confidence to build a training platform l and call quality standards to match the service levels targets and objectives.
Background in retail travel with minimum 5 years’ experience.
Previous position in senior or management role.
Experience in coaching, training delivery and an ability to engage the team
Ability to create training material from scratch
Phenomenal communications skills – both written and spoken
Thrive on ensuring new team members are given the best Induction training imaginable
Flexibility to engage in all new sales and service initiatives.
To be successful in this role, you are a person who thrives working in an ever-moving work environment, who loves juggling multiple project and topics simultaneously and you enjoy providing support and guidance to the team.
We are a fun, innovative organization with 200 employees globally and we are looking for exceptional people to come and join us in the Mississauga location. This is an exciting opportunity to work for an international business, in a high energy environment with a collaborative, smart and passionate team. If you like the sound of us and the role; get in touch!
Here at Kognitiv, we don’t just accept difference - we celebrate it! Greater diversity means greater variation in ways of thinking, perspectives and approach. And we thrive on it for the benefit of our employees and our clients. Kognitiv are committed to creating an inclusive environment and all employment is decided based on qualifications, merit, fit and business need.
Please note; Kognitiv are not offering sponsorship or a relocation package for this role. We always welcome international candidates to apply providing they are eligible to work and live in Canada.
Nov 09, 2018
Part Time and Full Time
International Tour Company specialized in travel to Europe is seeking airline ticketing agent for group travel (full or part time). Please note: only apply if you have experience in ticketing. Also note we are located in Aventura (North Miami).
Requirements: - Experience utilizing Sabre - Outlook, Word, Excel, Powerpoint proficient - Good command of the English language, verbal and written - Punctual, orderly and organized individual
Preferred characteristics, but not a must: - Travel experience, particularly to Europe - Knowledge of the Italian language
Please submit your resume as an attachment and state preference for full or part time position.
Essential Duties and Responsibilities:
Download and process records from the GDS
Reconcile transactions with ARC
Correct errors in ticketing and communicate with agents to prevent future errors
Building and producing reports for the agency and clients (corporate, group, university).
Apply unique identifiers for custom reporting (UDIDs in TRAMS)
Create and enhance smart keys for smoother booking and ticketing (I worked with Amadeus)
Use quality control to implement "if/then" conditions to ensure records have all the necessary information.
Review commissions for over or under applying according to contract with airlines
Review debit memos to dispute or pay
Prepare monthly/quarterly P&L, settlement statements to clients and invoicing where necessary
Prepare weekly transaction and traffic reports
Prepare monthly productivy reports
Any other ad hoc tasks as assigned
Diploma in accounting
Basic Excel skills
Self motivated individual with problem solving skills; meticulous and good attention to details
Job Type: Full Time
Experience: Accounting 3 years
Education: Associate (Required)
About our Group Coordinator opportunity
Our Group Coordinator assists and supports CAA Atlantic in accomplishing its strategic goals & objectives by assisting in the organizing & coordinating of various components of the CAA Atlantic group initiatives with special emphasis on continued teamwork.
Highlights of Responsibilities
Responsible for initial and ongoing administration of contracted groups which includes noting all important contract dates and the preparation of payment to Suppliers. Group set up in the Axis Groups Module, preparation of Agent Notes and marketing flyer and relaying all pertinent details to the Personal Travel Planners when the Group is ready to open for sale.
Complete client bookings from the Personal Travel Planners and liaise with Consultant’s as to the status of the booking, special requests, deviations, payment needs and deadlines. Ensure all client bookings are recorded properly both in the Groups Module and also in the group registration form
Coordinate the necessary marketing needs of the new group which may include providing group information for the completion of Marketing Creative Briefs for brochures and/or ad creation, web pages and e-news. This is all done in conjunction with Travel Marketing. This position will be the direct liaison between the Group Department and Travel Marketing for all collateral pieces.
Ensure the timely preparation of client documents for the group departures. This may include the printing/compiling of airline tickets, manifests, hotel vouchers, maps and destination information.
You love planning and executing events, excel at customer service, possess excellent communication skills, are very detail oriented and have outstanding time management abilities. If this sounds like you, this could be a great opportunity to join our family. To learn more about CAA, visit us online at https://www.atlantic.caa.ca/.
Minimum 5 years’ experience within the Travel Industry (sales or administrative)
Experience working in Apollo (Focal Point) GDS, or Sabre an asset
Detail oriented with strong aptitude for accounting processes
Teamwork, cooperation and ability to be flexible and adapt to various situations and conflicting demands are crucial.
Proficient in a Microsoft Office environment with advanced skills in Word and Excel. PowerPoint would be an asset.
Ongoing and continued training in all facets of the travel industry – attending product launches, online webinars, industry seminars, product knowledge travel.
Flexibility in work hours may be required to accommodate after hours events
May be some travel involved
Interested applicants may apply online at this link https://jobs.alongside.com/details/group-coordinator/1501315?utm_source=sharepage&utm_campaign=refer&utm_medium=in-app
by November 30 2018.
Only successful candidates will be contacted for an interview.
No telephone calls please.