What is Exoticca?

Exoticca is a pioneering online travel agency that has revolutionized the conception, production, and e-commerce of long-distance dream trips. At the core of Exoticca's brand equity is the commitment to "creating life milestones." We believe in delivering best-value trips, exploring unique destinations, curating extraordinary travel experiences, and demonstrating genuine care for both our customers and the planet.

We are a professional, dynamic, multicultural team in rapid international growth, seeking new partners to help us create the best and most forward-thinking travel company of our generation.

What do we do?

As the Training Manager, you will be responsible for defining, managing, and continuously improving our training program including tools, content, learning aids, and learning documentation. In this role, you will work closely with cross-functional partners across the business including product, CRM, quality, reporting, sales, and support.

What will you do?

Create, maintain, and manage standardized training tools, plans, programs, and materials including training attendance log files
Build a comprehensive training program to develop, pilot, launch, and iterate on training assets including course materials, presentations, and integrated curriculums including instructor-led and eLearning channels
Drive the vision and strategy for enabling content development across a global, multicultural audience
Act as a central point of contact for delivery centers to process training requests and coordinate with the central WFM team to plan and schedule training time
Conduct training operation audits to measure effectiveness and compliance
Define and implement key performance metrics to measure the training program's effectiveness, quality, investment ROI, and business impact
As needed, lead on-site train-the-trainer sessions across delivery centers
Maintain a keen understanding of training trends, developments, and best practices
Acts as liaison between Training and Operations counterparts to obtain updates and support for new product development needs
As needed, conduct and facilitate training sessions, presenting information clearly and concisely
Collaborate with functional leaders and cross-functional partners to develop and transition new workflows
Develop, coach, and mentor a high-performing training team
Implement a continuous improvement culture and methodology
Conduct regular Knowledge Tests, analyze results and implement improvement initiatives
Keep to date with knowledge of our products, pricing, promotions, and procedures
Other duties as assigned

Requirements

Previous Experience:

Minimum of five (5) years of call center industry experience of which two (2) should be in the travel sector.
Minimum of two (2) years experience leading a training team including training content development, training roadmap planning, and LMS management

Linguistic Skills: (Based on Common European Framework of Reference)

C1/C2 level English (verbal, reading, writing) is required
B1/B2 level in Spanish (verbal, reading, writing) is preferred

Technical Knowledge:

Familiarity with CRM, order management, and contact management systems and practices is a plus
Salesforce knowledge and experience are highly desirable.
Minimum one (1) year experience working with Amadeus and/or other reservation systems with sound knowledge of ticketing/re-issuance & refund process. Certification from IATA/ travel institute desirable
LMS expertise (set up, development, maintenance) preferred.
Must have a high-level working understanding of recruitment, talent retention, training methodologies, quality assurance programs, workforce management, and reporting
Demonstrated knowledge of adult learning techniques, best practices in training design and delivery, blended learning methodologies, and industry best practices
Work history must include a demonstration of each of the following:
Ability to coach and motivate others
Ability to prioritize and complete multiple objectives with little to no direct supervision
Ability to be proficient in technical writing for the development of procedures and training manuals

Education:

BS/BA degree with a concentration in human resources, training and development, education, instructional design, management, or other related fields

Essential Skills & Behaviors:

Passionate about travel and exotic destinations!
Highly organized and focused on details
Self-starter, self-managed, responsible, dedicated, and tenacious
Doesn't get easily discouraged or frustrated
Able to multi-task, prioritize, and manage time effectively
Comfortable and competent using multiple systems concurrently
Is a positive influencer and role model
Able to effectively manage large teams/groups
Able to prepare presentations and learning aids
Exceptional presentation and listening skills
Applies emotional intelligence.
Knows how to have fun, strive for success, and celebrate achievements!

NOTE: The following are the major responsibilities of this position and are not intended to cover each aspect of the position as the scope and duties may change or be temporarily altered based on the current business needs of the Company. The basic requirement of every position is to perform all tasks as assigned by the reporting authority.

Benefits

Competitive compensation package in line with job responsibilities and experience
Additionally, we propose the use of flexible compensation management for diet, transportation, private health insurance with Cobee
Hybrid work model, Offices in the heart of Barcelona
Travel packages at reduced prices!
Unlimited coffee, team lunches, English/Spanish lesson, bi-annual company parties, afterworks
Referral bonus, if you bring people as talented as you
And last but not least, becoming part of a fun and motivated multicultural team at an agile and rapid growing organization!

Join Exoticca and play a pivotal role in creating life milestones through unforgettable travel experiences! This is your opportunity to shape the future of a dynamic and innovative travel brand on a global scale.

Exoticca es una empresa que ofrece igualdad de oportunidades. La diversidad y la inclusión son nuestro núcleo. No discriminamos por motivos de raza, color, religión, estado civil, edad, origen nacional, ascendencia, discapacidad física o mental, condición médica, embarazo, información genética, género, orientación sexual, identidad o expresión de género, condición de veterano, o cualquier otro estado protegido por la legislación europea, nacional o local.

Exoticca

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