Overview:**Job Summary**If you have proven 1 year BPO supervisory experience, we have something for you!Qualifications:**Requirements**:**Language/Communication**- Japanese N1 / English B2-C2- Excellent fluency and comprehension to support traveler/partner-facing voice and/or non-voice services in the language indicated by the Contact Segment in this SOW, formal tests, both verbal (grammar), and written (grammar, spelling and reading comprehension)- Written skills: attention to detail and ability to communicate effectively and efficiently in writing- Listening skills: active listening; able to appreciate the context of the traveler or partner's experience- Ability to ask appropriate questions and demonstrate empathy in tone; communicates clearly and concisely with appropriate sense of urgency- Polished etiquette and delivery: ability to communicate in a structured and effective manner- Fluent English proficiency & comprehension, grammar, and spelling (spoken and written) as verified by an client-approved formal test**Experience, Education, Certification**- Experience in training delivery, proven facilitation skills both in person and remotely- Contact Center experience (required)- Experience with client products and systems (preferred)- Management experience in a related field, with proven coaching skills and success track record to exceed key performance metrics- Management training courses offered by Vendor (preferred)- GDS experience (preferred for Simple/Standard Contacts; required for Complex Contacts)**Soft Skills**- Travel industry savvy, passion for travel, good geography and cultural knowledge- Excellent time management: ability to multi-task while solving issue and effectively communicating with travelers or partners- Take ownership, bias for traveler/partner resolution no matter what- Critical and logical thinking outside the box; applies common sense- Anticipate traveler/partner needs: ability to quickly diagnose problems and provide options, while having control over the interaction and top-notch service to the traveler/partner- Demonstrate desire to help and solutions-mindset, investigates and takes action to meet the needs of Client and Client's travelers/partners, ability to develop effective solutions to difficult traveler/partner problems or situations (i.e., consultative skills)- Highly organized and detail oriented with a focus on quality, process, trends, and root cause analysis- Inspire confidence: positive attitude, helping nature, passion, and ability to provide an experience which reduces effort and creates loyalty with travelers/partners- Ability to handle/diffuse difficult or irate travelers/partners effectively, set expectations and deliver information in a positive way- Responds effectively under stressful situations. Avoids counterproductive behaviors when confronted with frustrating problems or situations.- Takes responsibility for their actions and is receptive to constructive feedback- Makes effective decisions within their authority- Analytical problem-solving skills; linear and logical thinking- "Walk the talk" leadership style and proven coaching skills- Proven ability to quickly diagnose business problems and translate to all agent tiers and training teams- Ability to research and identify root cause of agent errors; can deliver successful coaching and development practices**Responsibilities**:**Key Responsibilities**:- Facilitate a new hire class during pre-process and process training- Facilitate necessary or required annual upskilling or refreshers with existing resources- Create and facilitate knowledge tests with existing Specialists and Support group in Operations- Complete all training requirements based on the program's specifications- Coach new hire Specialists on their overall training and nesting performance- Conduct mock scenarios on all channels available- Govern the nesting process and complete deliverables on time- Assess new hire performance during Nesting and mitigate with appropriate actions when necessary- Conduct a Training Needs Analysis after 30 to 60 days of out-of-gate performance- Work with the Training Manager or Training Supervisor on needed adjustment in the Training Curriculum- Assist in creating and developing training materials when necessary- Follow all steps of BEST T&D
