Senior Operations Trainer

Overview

The Senior Operations Trainer is responsible for designing, delivering, and evaluating training programs that build agent capability and support organizational goals across both inhouse and outsourced teams. This role ensures training initiatives align with business objectives, regulatory compliance, and operational performance, while mentoring junior trainers and driving a culture of continuous learning.

The Senior Trainer will be instrumental in reworking the training journey as we rebuild our operating footprint. This includes developing structured learning paths that move agents through staged competencies (offline processes voice handling resolutions/complex cases), and shortening certification timelines by modernizing outdated methods and introducing more scalable, technology-enabled assessments.

Additionally, the Senior Trainer will support the selection and implementation of a new Learning Management System (LMS), helping transition training content into modern, digital formats. The role also requires staying across emerging training technologies, including the use of AI-driven simulations, coaching, and analytics to accelerate agent readiness. Strong knowledge of airline processes, including GDS usage and NDC workflows, is essential to ensure accuracy and operational effectiveness.

Key Responsibilities

Training Delivery & Facilitation

Deliver onboarding, process, product, and soft skills training for inhouse and outsourced agents.

Facilitate advanced training to prepare agents for complex case types and leadership roles.

Ensure training delivery is practical, engaging, and tailored to diverse learning styles.

Training Design & Rework

Redesign training programs to shorten overall timelines while maintaining quality and compliance.

Modernize certification by replacing outdated methods with scalable, technology-enabled assessments.

Create structured learning paths that build agent skills progressively (offline voice resolutions).

Embed airline processes (fare rules, servicing workflows, GDS, NDC) into training design.

LMS Support & Digital Learning

Support the evaluation and rollout of a new LMS by providing input on training needs and best practices.

Assist in the transition of training content to digital formats within the LMS.

Encourage adoption of e-learning and self-paced training for scalability.

Performance & Evaluation

Measure training effectiveness using assessments, QA results, and key operational metrics (CSAT, AHT, ADM rates, FCR).

Provide structured coaching to agents transitioning from training into production.

Use training and QA data to identify skill gaps and recommend improvements.

Innovation & Emerging Technologies

Stay current with emerging training and QA technologies, particularly advancements in AI.

Pilot innovative solutions to accelerate certification, modernize training delivery, and improve ROI.

Recommend tools and approaches that enhance scalability and agent engagement.

Leadership & Mentoring

Mentor junior trainers, building facilitation and instructional design capability.

Work closely with the Training Manager to align training strategies with organizational transformation.

Serve as SME for airline processes, training methodologies, and learning technologies.

Stakeholder Collaboration

Partner with Operations, Quality, and HR teams to ensure training supports performance goals.

Provide training reports, analysis, and actionable recommendations to leadership.

Represent Training in internal calibrations, reviews, and operational planning forums.

Qualifications

Bachelors degree in Communication, Business, Education, or related field (preferred).

5+ years of training experience in a BPO or travel operations environment, with at least 2 years in a senior or lead trainer role.

Strong knowledge of airline processes, including GDS systems (Galileo, Amadeus, Sabre, Travelport) and NDC workflows.

Experience redesigning training to reduce time-to-certification and improve scalability.

Familiarity with Learning Management Systems (LMS) and digital learning tools, ideally with experience in system transitions.

Exposure to AI or technology-enabled training methods (e.g., simulations, automated coaching, digital assessments).

Strong facilitation, coaching, and presentation skills.

Ability to manage multiple programs in a fast-paced, high-volume environment.

Key Competencies

Innovative mindset with a focus on modernizing training.

Strong stakeholder engagement and communication skills.

Analytical, data-driven approach to training effectiveness.

Ability to balance short-term delivery needs with long-term capability building.

High adaptability in a changing travel and BPO landscape.

Leadership and mentoring skills with a collaborative mindset.

Measures of Success

Reduced Time-to-Certification: Shorter training cycles with equal or improved quality outcomes.

Certification Readiness: 90%+ of agents certified on first attempt within target timelines.

Operational Impact: Tangible improvements in QA scores, CSAT, and a reduction in ADM costs tied to training.

Learning Path Execution: Successful rollout and adoption of staged learning paths (offline voice resolutions).

Technology Adoption: Effective use of emerging tools, including AI, to streamline training and assessments.

Stakeholder Confidence: Positive feedback from leadership and operations on training impact and innovation.