Contact Center Travel Support Trainer

Switchfly•Utah, UT

About The Position

The Trainer creates, delivers, and maintains training programs for new and existing Travel Support employees. The role serves as a subject-matter expert and escalation resource for company processes, travel systems, Sabre Red, air servicing, and customer support procedures. It evaluates employee knowledge and performance, establishes Sabre proficiency benchmarks, identifies development needs, determines appropriate instruction or remediation, and reports progress to leadership to support employee competency and operational readiness. The position periodically handles live customer interactions—at least several times per year and as needed during training—to model service standards and stay current with agent processes. Taking customer calls is not a standard daily duty. The Trainer partners with Operations, Quality Assurance, Workforce Management, and other stakeholders, and uses assessments, QA results, customer feedback, and operational trends to measure training effectiveness and improve programs. The role requires residence in Utah, United States, and flexibility to deliver training across Contact Center operating hours, which may include early mornings, evenings, and weekends.

Requirements

Must reside in Utah, United States.
At least two years of travel industry servicing experience in a contact center, travel agency, or Online Travel Agency (OTA) environment, including hands-on use of native Sabre Global Distribution System (GDS).
At least one year of experience training, coaching, mentoring, or evaluating others; this may include formal training, Quality Assurance, new-hire mentoring, peer support, or subject-matter-expert responsibilities.
Strong training, facilitation, coaching, and presentation skills.
Advanced Sabre (Native, Command Line) and air servicing knowledge and commands appropriate to assigned training responsibilities.
Ability to interpret and explain complex travel processes, airline requirements, fare rules, and servicing procedures.
Strong analytical, problem-solving, and decision-making skills.
Ability to independently identify training needs and recommend appropriate solutions.
Strong written and verbal communication skills.
Ability to develop effective training materials, assessments, and learning resources.
Strong organizational and project management skills.
Demonstrated proficiency in, and ability to train, competencies in the company’s current Sabre Skills and Competency Requirements.
Working knowledge of adult learning principles and ability to facilitate training in person and virtually.
Flexibility to schedule and deliver training across Contact Center operating hours, which may include early mornings, evenings, and weekends.
Ability to sit at a desk and work on a computer for prolonged periods.
Ability to communicate information clearly to individuals and groups during extended live training sessions, in person or virtually.

Nice To Haves

Associate’s or bachelor’s degree in education, communications, business, or a related field; equivalent work experience will be considered.
Formal facilitation, instructional design, or training certification.
Familiarity with customer relationship, travel platform, or project management systems such as Switchfly and Atlassian.

Responsibilities

Develop, deliver, and maintain new-hire, technical, systems, process, and refresher training.
Select and adjust training methods based on employee knowledge, performance, and learning needs, including across varying skill levels in classroom and real-time settings.
Create and update training materials, job aids, exercises, assessments, and other learning resources using Atlassian and the Microsoft suite.
Maintain the technical proficiency needed to demonstrate and train skills in the company’s current Sabre Skills and Competency Requirements.
Train employees on Sabre functionality, including availability and pricing, ticketing, exchanges and reissues, refunds, queue management, schedule changes, and irregular operations (IROPS).
Define, maintain, and apply Sabre proficiency benchmarks and readiness criteria for measuring agent progress at varying skill levels.
Serve as a subject-matter expert on Travel Support processes, systems, Sabre, and air servicing.
Provide escalation support to Travel Support Agents for complex servicing scenarios, including exchanges and reissues, involuntary refunds, schedule changes, and IROPS.
Handle live customer interactions periodically, at least several times per year and as needed during training, to model service standards and stay current with agent processes.
Evaluate employee competency through assessments, demonstrations, simulations, observation, and practical application.
Identify knowledge and skill gaps using independent judgment and determine when additional training, coaching, or remediation is needed.
Report training progress to leadership and recommend actions regarding employee development, competency, and readiness.
Review Quality Assurance results, employee performance, customer feedback, and operational trends to identify training opportunities.
Evaluate changes to systems, policies, procedures, airline requirements, and business processes, and update training materials and instruction as appropriate.
Partner with Operations, Quality Assurance, Workforce Management, and other stakeholders to identify and address training needs.
Maintain accurate training, assessment, and competency records.
Measure training effectiveness using assessment results, Quality Assurance scores, and new-hire readiness data, and support continuous improvement of training programs and employee performance.