L&D Trainer

Expedia, Inc.; Gurgaon; On-site; INR 600,000 - 1,000,000; Full time

Job summary

Expedia Group is hiring an L&D Trainer to deliver adult learning programs for TPSP in a fast-paced travel-focused contact centre. You will design, deliver, and assess training, both in person and virtual, while fostering a positive learning environment and driving performance through feedback and analytics.

You will collaborate with instructional designers, operations, and QA to ensure training aligns with business goals. Willingness to work rotational shifts and weekends is required.

Qualifications

• Training: Facilitating adult learning solutions in a contact centre environment.
• Communication: Exceptional written and verbal communications skills; ensures the intended message is communicated clearly and in ways that meet the learner's needs
• Strong organization skills: Develop plans and set priorities; manage multiple priorities at one time
• Problem solving: Analytical problem-solving skills; linear and logical troubleshooting skills
• Business judgment: Demonstrate good judgment and proactive problem-solving methods
• Learning theory: Apply principles of adult learning theory to learning experiences
• Trust Each Other: We are all Expedians. We are accountable to each other to deliver on our commitments, and we will trust our team members to help get it done
• Traveller Focus: Promote a strong disposition to Traveller advocacy. Convey to the trainees how to passionately meet or exceed traveller expectations
• Embodies Expedia Inc. values and beliefs and shares these both internally and externally
• 2 years + experience in contact centre
• Travel knowledge: Minimum 1 year experience in the travel industry
• Good knowledge of Data dashboards, LMS, MS-Excel and PowerPoint
• Willing to work in rotational shifts and weekends as required by the business

Responsibilities

• Facilitate training to support global TPSP initiatives for different Line of Businesses
• Manage the learning environment: in person and virtual learning and create a positive learning environment in which participants feel safe to try new skills
• Prepare for training delivery by reviewing materials and participant needs
• Facilitate training using various learning methods to meet the needs of learners and the curriculum. Encourage participation and builds learner motivation
• Deliver constructive feedback to encourage self-discovery and continuous learning
• Ensure learning outcomes by checking for understanding and skill acquisition and report findings and make recommendations to aid decisions making
• Manage projects as assigned by the Learning Team leadership
• Establishes and maintains positive working relationships with agents, peers, management, corporate, and partners
• Report performance of training classes, conduct training needs analysis and plan interventions for performance improvement

Skills

Adult Learning

Training Facilitation

Contact Centre

Travel Industry

Communication

Organization

Problem Solving

Learning Theory

Trust & Teamwork

Traveller Focus

Expedia Values

2+ Years Experience

Travel Knowledge

Data Dashboards

MS-Excel & PowerPoint

Shifts & Weekends

Tools

LMS

Data dashboards

MS-Excel

PowerPoint

Job description

At Expedia Group, we help travelers explore the world, one journey at a time. As a global travel company powered by passionate people, trusted partnerships, and leading technology, we connect travelers, partners, and advertisers through our consumer brands, B2B network, and travel advertising business.

Here, you'll do meaningful work that helps millions of people discover, book, and experience travel with more ease, confidence, and joy. Our five Behaviors-Traveler First, Think Big, Operate with Excellence, Ownership Mindset, and Succeed Together-help foster a supportive environment where people can grow their careers and have the flexibility, benefits, and support to do their best work. Join us and build for travelers everywhere.

L&D Trainer

The L&D team is responsible for facilitating learning experiences in a job-specific area and for on-the-job capabilities needed for TPSP's global footprint. We manage the activities involved in the preparation, delivery and assessment of training and development solutions for Expedia Group TPSP. The team collaborates with Instructional Designers, Operations and Quality Assurance representatives to improve performance. The ideal candidate will be a self-starter with a passion for talent development, a high level of flexibility, commitment, and the ability to train and coach within a high paced customer centric contact centre environment.

Expedia Group brands power global travel for everyone, everywhere. We design cutting-edge tech to make travel smoother and more memorable, and we create groundbreaking solutions for our partners. Our diverse, vibrant, and welcoming community is essential in driving our success.

Introduction to the Team

The Product Team creates high-quality end-to-end experiences for travelers, partners, and Expedia Group. Our customer-first mindset focuses on developing products that encourage loyalty and repeat business from our travelers and partners. We partner closely with teams across Expedia Group to achieve growth and results for our customers and company.

TPSP provides the platform and services to handle the service requests from travellers across the multiple brands of Expedia Group, in all locations. This role will partner with the global team, supporting team members, interacting with internal customers (employees) of all levels and external vendors in delivering our products and services.

In this role, you will:

• Facilitate training to support global TPSP initiatives for different Line of Businesses
• Manage the learning environment: in person and virtual learning and create a positive learning environment in which participants feel safe to try new skills
• Prepare for training delivery by reviewing materials and participant needs
• Facilitate training using various learning methods to meet the needs of learners and the curriculum. Encourage participation and builds learner motivation
• Deliver constructive feedback to encourage self-discovery and continuous learning
• Ensure learning outcomes by checking for understanding and skill acquisition and report findings and make recommendations to aid decisions making
• Manage projects as assigned by the Learning Team leadership
• Establishes and maintains positive working relationships with agents, peers, management, corporate, and partners
• Report performance of training classes, conduct training needs analysis and plan interventions for performance improvement

Experience and Qualifications

• Training: Facilitating adult learning solutions in a contact centre environment preferably within the travel industry
• Communication: Exceptional written and verbal communications skills; ensures the intended message is communicated clearly and in ways that meet the learner's needs
• Strong organization skills: The ability to develop plans and set priorities; manage multiple priorities at one time
• Problem solving: Analytical problem-solving skills; linear and logical troubleshooting skills
• Business judgment: Ability to demonstrate good judgment and proactive problem-solving methods
• Learning theory: Can apply principles of adult learning theory to learning experiences
• Trust Each Other: We are all Expedians. We are accountable to each other to deliver on our commitments, and we will trust our team members to help get it done
• Traveller Focus: Promote a strong disposition to Traveller advocacy. Convey to the trainees how to passionately meet or exceed traveller expectations
• Embodies Expedia Inc. values and beliefs and shares these both internally and externally
• 2 years + experience in contact centre
• Travel knowledge: Minimum 1 year experience in the travel industry
• Good knowledge of Data dashboards, LMS, MS-Excel and PowerPoint
• Willing to work in rotational shifts and weekends as required by the business

Accommodation requests

Expedia Group is committed to providing an inclusive and accessible recruiting experience. If you need an accommodation or adjustment due to a disability during the application or recruiting process, please submit a request at https://expedia.service-now.com/askeg?id=job_accommodation.

About Expedia Group

Expedia Group includes three flagship consumer brands - Expedia, Hotels.com, and Vrbo - along with a leading B2B travel business and travel advertising offerings. Across our brands and business, we help travelers explore the world with confidence and ease.

Important notice

Employment opportunities and job offers at Expedia Group will always come from Expedia Group's Talent Acquisition and hiring teams. Never share sensitive personal information unless you are confident of the recipient. Expedia Group does not extend job offers via email or messaging tools to individuals with whom we have not made prior contact. Our email domain is @expediagroup.com. The official place to find and apply for roles is https://careers.expediagroup.com/jobs/.

Equal Opportunity

Expedia is committed to creating an inclusive work environment with a diverse workforce. All qualified applicants will receive consideration for employment without regard to race, religion, gender, sexual orientation, national origin, disability or age.