Operations Coordinator and Trainer, APAC

Accommodations Plus International; Batu Pahat; On-site; MYR 40,000 - 56,000; Full time

Job summary

A leading accommodation solutions provider in Malaysia is seeking an Operations Coordinator & Trainer to enhance training programs for their operations team in the APAC region. The ideal candidate will possess strong communication skills and prior travel industry experience, assisting with training needs assessments and curriculum development. This full-time role requires multitasking abilities and a solution-oriented approach. Knowledge of GDS systems is preferred. Position involves some travel, approximately 15% per year.

Qualifications

• Ability to direct and coordinate a team.
• Mastered all aspects of Operations Agent job functions.
• Experience in training/development for call center operations.

Responsibilities

• Assist with all phases of training events.
• Conduct new hire and recurrent training classes.
• Maintain API procedures for work methodology.

Skills

Strong communication skills

Ability to multitask

Detail-oriented

Prior experience with GDS systems

Solution-oriented

Education

Bachelor's degree or equivalent

Two years in travel industry

Tools

Microsoft Word

Microsoft Excel

Slack

Job description

Summary

The Operations Coordinator & Trainer is a critical part of API's growth and development in the Asia Pacific (APAC) region to ensure the operations team's ability to deliver outstanding performance and experience for our customers. The position will assist in performing training needs assessments, designing and delivering curriculum and learning materials and all phases of training interventions. You will be responsible for the overall training programs and maintenance of SOPs of APAC clients, to ensure process compliance required to meet the contracted Service Level Agreements (SLA).

Essential Functions

• Provide assistance for all phases of training events
• Establish/create training schedules and/or course outlines.
• Assess training needs for new and current agents.
• Conduct new hire and recurrent training classes.
• Administer and evaluate tests for recurrent and new hire training.
• Provide oversight during certification evaluation for operations agents.
• Assist with planning and remedial training implementation for individual agents.
• Provide training to support new client integration or new procedures.
• Assist with design and preparation of operational aids and materials, including manual revisions and standard operating procedures (SOP), and maintenance of new training tools and processes.
• Assist with train-the-trainer sessions for internal subject matter experts
• Assist with phone techniques and phone etiquette improvement
• Maintain API procedures for work methodology, reservation systems, including but not limited to ACES and DPAX
• Assist with coordinating operations' administrative functions, such as but not limited to:
  • Management of client complaints.
  • Distribution of operational updates and internal communications.
  • Monitor relocation requests and assignments.
  • Planning and assisting in IROP situations, where required
• Other duties as assigned to assist API in achieving its operational goals and objectives.

Required Skills

• Ability to direct and coordinate a team
• Strong communication skills, written and verbal.
• Mastered all aspects of Operations Agent job functions
• Able to work in a high-paced environment
• Ability to multitask and prioritise to meet deadlines
• Detail-oriented with great organisational skills
• Prior experience with GDS systems, hotel reservation systems, airline reservation systems and/or related functions, preferred but not required.
• Proven ability to complete full training cycle (Assess needs, plan, develop, coordinate, monitor and evaluate).
• Familiarity with traditional and modern training methods and techniques
• Able to create strong relationships and foster a team environment in a fast-paced, dynamic work environment.
• Solution-oriented professional with a strong client focus.

Education and Experience

• A bachelor's degree (or its equivalent) preferred
• At least two years of travel industry experience, working with airlines and/or hotels.
• A minimum of one year of training/learning and development experience for a call centre/airline operations/hotel reservations is preferred.
• A minimum of one year of supervisory experience is preferred.
• Ability to understand and work with diverse cultures within the APAC region.
• Ability to facilitate online/virtual training sessions.
• Organised self-starters who can effectively prioritise workloads in a fast-paced atmosphere and be able to accomplish goals.
• Motivating in developing and coaching people in their work to best achieve the common organisational strategy and objectives.
• Strong communication and training facilitation skills; must be comfortable in engaging in a variety of different communication modes (verbal, non-verbal, and written) and being attuned to others through strong active listening skills.
• Strong working knowledge of one's field or discipline in which they find themselves engaged on a daily basis. Becoming fully aware and informed of current trends, developments, and changes in the sub-industry is critical for this.
• Strong computer and technical skills in Microsoft Word, Outlook, Excel, Teams, PowerPoint and Slack.

Position Type and Expected Hours of Work

Full-time, Monday through Friday, normal core business hours and as needed on nights and weekends unless otherwise specified.

Travel Requirements

This position is expected to travel up to 15% a year.

Who We Are

API is the global leader for crew accommodation solutions, and we are changing the way businesses manage travel. Our technology platform streamlines the entire crew planning process, making day-to-day operations more efficient and elevating the crew layover experience. API’s proprietary technology, mobile solutions and our experienced team are positioned to offer our clients a complete, end-to-end platform that integrates seamlessly into their process. We are looking for dynamic, creative, and tech savvy individuals to join our team. If you are passionate about hard work, providing impeccable service, technology, and solutions to our clients then API may be a great fit for you!

Other Duties

Duties, responsibilities and activities may change at any time according to business needs.

The performance of additional responsibilities if you are designated as a Data Protection Champion (DPC), Senior Information Risk Owner (SIRO) or Information Assurance Accounting Officer (IAAO).

Work Environment

This position operates in a professional office environment. This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets and fax machines.

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. While performing the duties of this job, the employee is regularly required to talk or hear. The employee frequently is required to stand, walk; use hands to finger, handle or feel; and reach with hands and arms.

AAP/EEO Statement

Accommodations Plus International is an Equal Opportunity Employer that does not discriminate on the basis of actual or perceived race, creed, color, religion, alienage or national origin, ancestry, citizenship status, age, disability or handicap, sex, marital status, veteran status, sexual orientation, genetic information, arrest record, or any other characteristic protected by applicable federal, state or local laws. Our management team is dedicated to this policy with respect to recruitment, hiring, placement, promotion, transfer, training, compensation, benefits, employee activities and general treatment during employment.