L&D Trainer

11550 Expedia Online Travel Sv; Gurugram District; On-site; INR 600,000 - 900,000; Full time

Job summary

Expedia Group in Gurugram is seeking an L&D Trainer to design and deliver training for TPSP’s global footprint. You’ll coordinate with Instructional Designers, Operations and QA to improve performance and scale learning across a fast-paced, customer-centric contact centre.

You will facilitate adult learning, review materials, manage in-person and virtual sessions, and provide constructive feedback to drive learner growth.

Qualifications

• Training: Facilitating adult learning in a contact centre.
• Communication: Excellent written and verbal communication.
• Strong organization skills: ability to develop plans and priorities.
• Problem solving: Analytical problem-solving abilities.
• Learning theory: Apply adult learning principles to training.

Responsibilities

• Facilitate training to support global TPSP initiatives.
• Manage in-person and virtual learning environments and create a positive learning space.
• Prepare for training delivery by reviewing materials and participant needs.
• Facilitate training using various learning methods to meet learner needs.
• Encourage participation and motivate learners; provide feedback for growth.
• Ensure learning outcomes by checking understanding and reporting results.
• Manage projects as assigned by Learning Team leadership.
• Establish positive relationships with agents, peers, management, and partners.
• Report training performance and plan interventions for improvement.

Skills

Facilitating adult learning

Communication

Organization skills

Problem solving

Learning theory

Traveller focus

Tools

Data dashboards

LMS

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.

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.

Expedia Group, Inc. (NASDAQ: EXPE) is the global travel marketplace with one purpose: to help travelers explore the world, one journey at a time. Expedia Group™ connects travelers, partners, and advertisers through its trusted brands, leading technology, and rich first-party data, delivering predictive, personalized experiences that shape the future of travel. Expedia Group’s ecosystem includes three flagship consumer brands – Expedia®, Hotels.com®, and Vrbo® – the largest B2B travel business, and a premier advertising network. Guided by an experienced and passionate global team, Expedia Group helps millions of travelers in more than 70 countries explore the world with confidence and ease.