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Team Leader - Talent Creator

Date:  17 Jan 2026
Location: 

National Capital Region (NCR), Philippines, India Geo

PRINCIPLE ACCOUNTABILITIES:  

 

 

EXPECTED END RESULTS 

MAJOR ACTIVITIES 

  1. To deliver process training during initial / recurring stages.  

New Hire / Refresher Training 

  1. Coach / monitor the trainees on the job and during live processing 

Feedback & Coaching 

Operational Metrics 

Trainee’s KRA and Probationary review 

  1. Maintain updated records of all amendments in policies and procedures. 

Security Agreement 

Learning Agreement 

Trainee’s KRA and Probationary review 

Process Manual Updation & calibrations 

  1. Carry out routine checks to access the knowledge of staff. 

Company policies 

Operational Metrics 

  1. Provide feedback about individual strength and weaknesses and take remedial measures. 

Feedback & Coaching 

Probationary Review 

Operational Metrics 

  1. Ensure team is aware of all updates and changes in policies/ procedures and processes. 

Product Updates 

Conduct Refresher Training 

  1. Mentor and coach new trainers and training assistants 

Trainer Certification 

Trainer Feedback Observations 

Ensure similar knowledge level of the process at all times within the training team 

  1. Manage performance for Bottom Quartile agents 

Create refresher programs to boost performance of bottom quartile agents 

  1. Compliance 

Adherence to Information Security Policy, Zero Tolerance Policy, Client Privacy Policy, Disciplinary Policy and Learning AgreementIs disciplined in executing systems, processes and initiatives. 

  1. Employee Retention 

Works with cross-functional departments, participates, and contributes to employee retention plans 

 

KEY DECISIONS:  

 
 

  • Identifying training needs of agents. 

  • Design and conduct Refreshers. 

  • Decide on the schedule and methodology to be used depending on the audience. 

 

DIMENSIONS:  

 

  • Training Operations Efficiency 

  • Batch Attrition 

  • Quality Scores 

  • Training Feedback Scores 

  • Floor Supervision 

  • Projects and Initiation 

 

SKILLS AND KNOWLEDGE:  

EDUCATIONAL QUALIFICATIONS –  

  • Graduate in any discipline, with above average academic profile 

RELEVANT EXPERIENCE – 

  • 2-3 years of proven experience in process training in a travel related process and applications 

  • 3-4 years of experience in travel preferably airlines. 

  • Knowledge of CRS / GDS preferably Apollo. 

  • Experience in Airline Reservations (Domestic or International). 

FUNCTIONAL COMPETENCIES --- 

  • Excellent Communication Skills  

  • People Management Skills  

  • Training Delivery Skills 

  • Experiential Learning 

  • Group Facilitation 

  • Transfer of Learning 

  • Planning and Organizing  Skills 

BEHAVIORAL COMPETENCIES --- 

  • Achieving Result 

  • Serve and  Delight your customers 

  • Collaborate and Partner with Others 

KNOWLEDGE, SKILLS, OTHER ABILITIES –  

  • Analytical bend of mind. 

  • Strong knowledge of Training Needs Analysis. 

  • Team-player with strong self-motivations;  

  • Performance-oriented coupled with excellent communication skills 

  • Ability to build productive working relationships 

  • Conflict resolution skills and receptive to change. 

  • Impeccable facilitation, coaching, and mentoring skills. 

  • Strong problem-solving, research and decision-making skills. 

  • Resource with an ability to monitor and coach agents on Communications, Customer Experience, Process and Product Compliance. 

  • Customer Experience/Process/Compliance Knowledge & Orientation. 

  • Ability to facilitate constructive, relevant and agent-centric coaching to agents that would impact agent proficiency. (PnP and Customer Experience). 

  • Ability to identify basic communications issues and introduce effective means to improve  

  • Work with internal partners to identify agents with communications opportunity  

  • Formal, specialized, job-related training with one to three years related work experience 

  • Proficiency with various software applications such as Microsoft Word and Excel  

  • Working knowledge of applicable customer contact systems (e.g. phone, email, web) 

  • Experience in providing feedback and should have patience and maturity to handle different/difficult situations/agents  

  • Ability to work under minimal supervision 

PERSONAL CHARACTERISTICS & BEHAVIOURS: 

  • Patience 

  • Strategic Thinkers and Partners 

  • Facilitators of Change and Learning 

  • Evaluators 

  • Flexible and adaptive to work schedules  

  • No criminal records  

  • No active violations and/or disciplinary memos 

  • Has positive behaviour and background 

  • High level of integrity, judgment, accountability, and follow-through 

 

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