Training Coordinator

Role Overview

As a Training Coordinator at Engine, you will play a critical role in facilitating learning programs, developing engaging training content, and serving as a Subject Matter Expert (SME). Beyond delivering training, you’ll actively monitor performance to identify low performers and build targeted action plans.

You are expected to provide top-tier customer service, make autonomous resolution decisions confidently, and directly support customer/corporate contacts via phone, email, and chat when needed.

Key Responsibilities

1. Training Delivery & Performance Management

• Facilitation & Content Development: Deliver engaging new hire and upskilling sessions using standardized agendas and trainer guides. Build content as needed while strictly adhering to established workflows and policies.
• Performance Oversight: Monitor performance metrics, identify low performers, and create actionable improvement plans to ensure team standards are met.
• Classroom & Behavioral Governance: Proactively manage classroom dynamics, reset expectations professionally, and escalate persistent behavioral issues to the Training Manager via designated channels.
• Subject Matter Expertise: Serve as an SME during training initiatives and assist with operational testing.
• Self-Management: Manage personal training commitments and determine optimal courses of action based on established guidelines.

2. Escalations, Approvals & Support Operations

• Direct Member & Partner Support: Step in to assist members via phone, email, and chat to manage reservations and resolve complex issues with corporate contacts using a positive, professional tone.
• Autonomous Decision-Making: Confidently make contact resolution decisions with minimal guidance.

• Team Collaboration: Active partner and support system for direct team members, agents on other teams, and peer partners throughout your shift.
• Meticulous Record-Keeping: Maintain detailed, precise notes on all member and partner interactions to ensure seamless operational continuity across teams.

Requirements

Must-Have Qualifications

• Experience: 1+ years delivering training within a BPO or high-volume call center environment or teaching experience.
• Technical Proficiency: Expert-level command of Zoom, Google Workspace, LMS platforms, and project management tools (Asana preferred). Strong dexterity navigating multiple online portals and operating systems smoothly.
• Analytical Skills: Ability to interpret QA and CSAT data to identify performance gaps, flag operational trends, and propose actionable solutions.
• Communication & Collaboration: Exceptional verbal and written communication skills with the ability to simplify complex technical processes into digestible steps.
• Accountability & Conflict Management: Proven track record of meeting strict deadlines, adhering to rigid reporting protocols, and resolving conflicts calmly and efficiently.
• Hospitality Mindset: Passionate about the guest experience, inherently motivated to help others, and willing to go the extra mile.
• Adaptability & Availability: Comfortable in a fast-paced environment with evolving priorities; available to work flexible schedules, including nights and weekends as needed.

Nice-to-Have Qualifications

• Content Creation: Experience designing engaging learning materials (videos, slide decks, one-pagers).
• Travel Operations Expertise: Knowledge of Cryptic GDS workflows and/or Hospitality/Lodging Travel Operations.
• Platform Knowledge: Familiarity with SPRK and other NDC platforms.

What You’ll Bring to Engine

• Proactive Coaching: An eye for spotting skill gaps early, coaching effectively, and elevating overall team performance.
• Operational Agility: Multi-tool dexterity paired with a "roll-up-your-sleeves" mindset to jump onto member support channels when duty calls.
• Quality & Accountability: Unwavering dedication to top-tier customer service, meticulous documentation, and high-level problem resolution.