Virtual Contact Center Training Lead

Grand Circle Travel; Birmingham (AL); On-site; USD 50,000 - 65,000; Full time

Benefits offered by this job

Travel perks

Job summary

Grand Circle Corporation is seeking an experienced Contact Center Training Specialist to support Talent Development across Traveler Relations Center. The role focuses on delivering engaging virtual training, leading new-hire onboarding, and coaching for customer service and sales teams.

You will partner with leaders to identify skill gaps, improve programs, and help associates reach their full potential in a fast-paced travel environment.

Qualifications

• 2+ years of experience as a trainer, facilitator, or learning professional.
• Experience facilitating virtual training through Teams, Zoom, or similar platforms.
• Experience leading new-hire or cohort-based training in a contact center, customer service, or sales environment.
• Experience creating, adapting, and improving training content and materials.
• Continuously looks for ways to improve training, onboarding, and learner outcomes.
• Comfortable learning new systems and troubleshooting technical issues.
• Able to remain calm and effective when priorities or processes change.
• Comfortable giving and receiving direct feedback in a collaborative environment.
• Patient, approachable, and able to adapt to different learning styles and skill levels.
• Strongly preferred: sales training or contact center sales experience.
• Preferred: travel industry experience.

Responsibilities

• Deliver engaging virtual training for new and existing contact center associates across service and sales, primarily through Microsoft Teams.
• Lead new-hire onboarding, upskilling, and continuous learning initiatives.
• Create and improve training materials including presentations, videos, job aids, assessments, and knowledge checks.
• Identify opportunities to improve onboarding, learner engagement, ramp time, and post-training performance.
• Coach associates on systems, software, hardware, and contact center tools.
• Assess trainee performance, identify skill gaps, and provide targeted coaching.
• Use feedback, assessment results, and performance data to identify training opportunities and measure effectiveness.
• Partner with the Training Director and department leaders to align training with evolving business needs.

Skills

Training experience

Virtual training

Curriculum development

Innovative mindset

Tech savvy

Adaptable

Feedback-driven

People-first

Sales/CC training

Travel industry experience

GDS experience

Tools

Microsoft Teams

Zoom

Sabre

Amadeus

Worldspan

Job description

Grand Circle Corporation is seeking an experienced Contact Center Training Specialist to support Talent Development across Traveler Relations Center. The role focuses on delivering engaging virtual training, leading new-hire onboarding, and coaching for customer service and sales teams.

You will partner with leaders to identify skill gaps, improve programs, and help associates reach their full potential in a fast-paced travel environment.