Head of Operations Training

Etraveli Group (https://www.etraveligroup.com/) is one of the leading global flight-centric Online Travel Agencies (OTAs) with €4bn+in annual gross sales. Our diverse, dynamically growing team of 1000+ talented professionals is always on the lookout for more members to join our ranks and explore unlimited business opportunities together.

We are seeking an experienced Head of training to lead our Operations (customer service) training strategy through all in-house and outsourced offices. Our goal is to further develop efficiency and improve quality among our agents, while becoming more virtual, using e-learning or blended learning tools.

Our headquarters are located in Uppsala (Sweden), with additional offices in Stockholm, Gothenburg, Athens, Toronto and India (Pune and Mumbai) so be prepared to travel!

About the job

As Head of Operations Training you are expected to plan and manage the strategy implementation as well as measure its impact. Today we have Customer Service offices in 8 different locations, including outsourced offices. The Head of Operations Training has direct reporting Trainers and 2 other specialists in 5 different offices. We are a fast growing organization and we want to put a lot of focus on making our training department best in class in effectively managing Customer Service training in different locations. Majority of the training focus lies within the Frontline, but some coordination of the Backoffice training will also be required.

Responsibilities:

- Ensure strategic alignment of the Operations Training department with business goals.
- Evaluate individual and organizational performance to ensure training meets business needs and improves performance.
- Effectively manage direct reporting trainers, communicate with team members and management.
- Identify training needs by consulting with stakeholders and reviewing needs’ assessments.
- Optimize training processes, e-learning & knowledge management tools etc. for efficiency.
- Develop and deliver training solutions that meet business needs in system knowledge, Customer service and sales.
- Select and manage resources, including working with internal employees, outsourcing partners and training vendors to develop and deliver training.
- Effectively manage the training budget.


Requirements

You want to be part of a team that is playing to win and seeks excellence, and you love to collaborate with team mates and take responsibility for your and your team’s work.

You will have excellent leadership and influencing skills with the ability to multitask and adapt in a fast paced environment. We also expect you to be an innovative strategic thinker with fantastic organizational and time management skills.

A successful candidate will be passionate about Customer Experience and training, and will be an outstanding facilitator of learning and change.

Qualifications:

- At least 5 years of working experience within training, and particularly with virtual and blended learning strategies
- At least 3 years of people management experience. Experience with remote teams will be considered an asset.
- Current knowledge of effective learning and development methods and tools.
- Experience with Customer service training is a must. Any additional experience with Sales training will be considered an asset.
- Excellent command of the English language
- Availability to travel on an occasional basis and flexibility collaborating with colleagues in different time zones


Benefits

In addition to working with a fantastic bunch of people, you get great benefits such as high healthcare allowance, insurances and pensions and investment advice.

On top of that, you’ll have flexible working hours and work in a diverse multicultural environment.

The position is located in Uppsala, five minutes by foot from the Central Station. The offices are capacious, modern and airy, with plenty of natural light and a roof terrace for warmer months. Breakfast is served every morning on the top floor by the terrace.