Training Coordinator

Summary

Engine is an AI-native platform for intelligent travel. The Training Coordinator will facilitate learning programs, develop training content, monitor performance, and create targeted improvement plans. The role also provides customer and partner support, resolves complex issues, and maintains detailed interaction records.

Responsibilities

• **Facilitation & Content Development:** Deliver engaging new hire and upskilling sessions using standardized agendas and trainer guides. Build content as needed while strictly adhering to established workflows and policies
• **Performance Oversight:** Monitor performance metrics, identify low performers, and create actionable improvement plans to ensure team standards are met
• **Classroom & Behavioral Governance:** Proactively manage classroom dynamics, reset expectations professionally, and escalate persistent behavioral issues to the Training Manager via designated channels
• **Subject Matter Expertise:** Serve as an SME during training initiatives and assist with operational testing
• **Self-Management:** Manage personal training commitments and determine optimal courses of action based on established guidelines
• **Direct Member & Partner Support:** Step in to assist members via phone, email, and chat to manage reservations and resolve complex issues with corporate contacts using a positive, professional tone
• **Autonomous Decision-Making:** Confidently make contact resolution decisions with minimal guidance
• **Team Collaboration:** Active partner and support system for direct team members, agents on other teams, and peer partners throughout your shift
• **Meticulous Record-Keeping:** Maintain detailed, precise notes on all member and partner interactions to ensure seamless operational continuity across teams

Skills

• 1+ years delivering training within a BPO or high-volume call center environment or teaching experience
• Expert-level command of Zoom, Google Workspace, LMS platforms, and project management tools
• Strong dexterity navigating multiple online portals and operating systems smoothly
• Ability to interpret QA and CSAT data to identify performance gaps, flag operational trends, and propose actionable solutions
• Exceptional verbal and written communication skills with the ability to simplify complex technical processes into digestible steps
• Proven track record of meeting strict deadlines, adhering to rigid reporting protocols, and resolving conflicts calmly and efficiently
• Passionate about the guest experience, inherently motivated to help others, and willing to go the extra mile
• Comfortable in a fast-paced environment with evolving priorities
• Asana preferred
• Available to work flexible schedules, including nights and weekends as needed
• Experience designing engaging learning materials (videos, slide decks, one-pagers)
• Knowledge of Cryptic GDS workflows and/or Hospitality/Lodging Travel Operations
• Familiarity with SPRK and other NDC platforms

Qualifications

Must Haves

• 1+ years delivering training within a BPO or high-volume call center environment or teaching experience
• Expert-level command of Zoom, Google Workspace, LMS platforms, and project management tools
• Strong dexterity navigating multiple online portals and operating systems smoothly
• Ability to interpret QA and CSAT data to identify performance gaps, flag operational trends, and propose actionable solutions
• Exceptional verbal and written communication skills with the ability to simplify complex technical processes into digestible steps
• Proven track record of meeting strict deadlines, adhering to rigid reporting protocols, and resolving conflicts calmly and efficiently
• Passionate about the guest experience, inherently motivated to help others, and willing to go the extra mile
• Comfortable in a fast-paced environment with evolving priorities

Nice to Haves

• Asana preferred
• available to work flexible schedules, including nights and weekends as needed
• Experience designing engaging learning materials (videos, slide decks, one-pagers)
• Knowledge of Cryptic GDS workflows and/or Hospitality/Lodging Travel Operations
• Familiarity with SPRK and other NDC platforms

Benefits

• Equity for all employees.
• Some roles are also eligible for bonuses or commissions.
• A hybrid-hub model, with roles based in offices or fully remote environments; the company will provide what employees need to succeed.