Swoop Airline Jobs – Analyst, Training Communications & Support

Job Description:

Reporting to the Team Lead, Systems Support and Training; the Training Communications & Support analyst will develop, deliver, and maintain Contact Centre and Airports initial and recurrent training. Along with training, this role is also responsible for maintaining standards and procedures, along with timely and effective communication to our frontline teams to support change management and operational excellence.

Job Responsibilities:

• Model Swoop values, culture and behavioral competencies
• Complete functionality testing of supporting systems as required
• Maintain subject matter expertise by visiting and working alongside our airports on a regular basis
• Provide IROP guidance and support to front-line airports and central support teams to minimize impacts to travellers and to Swoop’s operations
• Ensure consistency in traveller experience by keeping up to date with all required Standards and Procedures
• Travel as required to train and support our Airports teams
• Develop, deliver, and maintain Contact Centre and Airports training, with a focus on our Traveller Support and Central Support teams, that enables our frontline groups to deliver Swoop’s fun and friendly experience while maximizing opportunities to increase revenue and reduce cost
  With a commitment to continuous improvement, analyze and validate existing training, standards & procedures and make improvements as required
• Seek input from frontline personnel / leadership to ensure training, standards & procedures are clear
• Facilitate initial and recurrent product and systems training to contact centre and airport employees, including train-the-trainer sessions for our Airport leaders

Job Requirements:

• Demonstrated communication skills to lead and exchange ideas and information
• Understanding and use of contact centre and airport applications
• Periodic travel for station visits as required, as well as periodic extended travel to deliver training
• Analytical and problem-solving skills
• Intermediate skill level with Microsoft Office Suite (Power Point, Word, Outlook, and Excel).
• 3 years’ experience in a fast-paced customer service environment
• Previous contact centre experience – ideally in an elevated support capacity
• Excellent planning, organization and time management skills with the ability to deal with multiple tasks and adjust schedules accordingly
• Must be able to work flexible hours, including weekends and evenings as needed;
• Previous experience with Navitaire New Skies an asset
• Presence, credibility and proven ability to deliver technical/operational training to adult learners
• Must be a team player who is able to exemplify professionalism while contributing to a fun environment
• Proven ability to problem solve, think critically and make timely decisions under pressure

Job Details:

Company: Swoop

Vacancy Type:  Full Time

Job Location: Calgary, AB, CA

Application Deadline: N/A

Apply Here

Jobsvilla.net