Soft Skills Trainer

About Us:

At dnata we offer full range of ground and cargo handling to inflight catering and retail, as well as travel services. We are by your side for the entire travel experience. With our commitment to excellence, the qualities of efficiency, speed, reliability and flexibility have become the hallmarks of our service. Our deep knowledge stems from the integral role that we play in helping airlines achieve their performance and service quality targets. Providing excellent services, we enhance our customer airlines' reputation by projecting an image of efficiency, quality and reliability to their passengers. We place great emphasis on listening to our customers to ensure that we understand and meet all their specific requirements.

Job brief:

We are currently seeking a dynamic and experienced Training Officer who will analyse, evaluate, develop and deliver learning programs for and to the Bangalore site, dovetailing with the needs of global training programmes within dnata, the Emirates Group and its strategic partners by using blended training methods. All training must be aligned to corporate objectives, vision, mission and values and comply with National and International standards and regulations.

Job Responsibilities:

The principal areas in which the Training Officer must achieve its objectives and purpose are as follows:

· Training Needs Analysis: Conduct training needs analysis by engaging with relevant stakeholders from business departments. The results must be documented in a report format with findings that indicate a training need or alternatively suggest solutions/recommendations for business process change. This is to ensure the training team addresses workforce knowledge and skills gaps and results in the design and development of training programmes that are relevant, up-to-date and accurate.

· Design and Develop Learning Programs: Define parameters of the learning program by clarifying the purpose and type of learning program with key stakeholders. Develop program content by researching, developing and documenting specific subject matter content according to dnata Global curriculum standards. Structure the learning program by breaking the content into manageable segments and documenting the timeframe for each segment. Determine and confirm delivery strategies and required assessment methods and tools. Document complete learning programmes in line with organisational requirements, review with key stakeholders and adjust as required.

· Training Delivery and Effectiveness: Deliver training programmes demonstrating work-skill instruction, facilitated learning or group based learning. Establish and implement delivery methods by identifying the context for learning, individual learning styles and learner characteristics. In all cases ensure the delivery of a safe learning environment. Maintain, develop and review the delivery method to support and reinforce new learning, building on strengths and identifying areas of development. Monitor learner progress using measures to ensure learners are acquiring new technical skills, generic skills and knowledge.

· Plan and Conduct Assessments: Plan, design and develop assessment activities with relevant stakeholders to meet regulatory or organisational requirements as appropriate. Select assessment methods that support the collection of defined evidence. Contribute to assessment by discussing and confirming with the learner the context, including learners’ characteristics and any need for reasonable adjustments. Assess competence by examining the collected evidence and evaluating to ensure it reflects the evidence required to demonstrate competence. Provide clear and constructive feedback to learners regarding the assessment decisions and develop any follow-up action plans required.

· Quality Review of Training Effectiveness: Determine the effectiveness of the training programs using recognised evaluation models. Identify the learner’s reaction to the training programme by submitting the Learner Feedback Form, collating the feedback and recording the score for the Quality of Training. Conduct line checks at operational and functional touch points.

· Professional Development: Maintain continued professional development by keeping updated with the latest expertise within the dnata travel group and across the travel and training industry in general. The job holder is required to disseminate knowledge effectively, highlighting the latest information, methods and best practices in their field of expertise to both training colleagues and trainees. This will require regular use of and contribution to MLZ and the maintenance of professional contacts with internal and external groups and individuals.

· Continuous Improvement: Assess gaps in process, procedures, work flows, knowledge and content. Identify contact drivers and any required training interventions. Execute scenario based learning sessions. Maintain training schedules alongside WFM teams. Track, measure, evaluate and monitor all interventions.

Preferred Qualification & Experience:

Qualifications:

· Bachelor’s Degree

· Training qualification equivalent to City and Guilds International Certificate in Teaching and Training.

· It is desirable to be a certified First-Aider or Fire-Warden.

Experience:

· Experience in Training role for 3+ years

· Contact centre experience

· GDS/Amadeus experience will be an advantage

Knowledge:

· Training methodologies, relevant competency and performance standards

· Operational, contact centre environments

· Policies, codes of practice and industry standards

· Instructional design principles

· Occupational health and safety standards

· Evaluation methodologies

Skills:

· Outstanding interpersonal

· Outstanding written and verbal English language

· Intermediate / Advanced Microsoft PowerPoint

· Ability to read and interpret a range of documentation, including technical and subject matter specialism.

Job Types: Full-time, Permanent

Pay: ₹900,000.00 - ₹950,000.00 per year

Benefits:

• Health insurance
• Leave encashment
• Paid sick time
• Paid time off
• Provident Fund

Schedule:

• Day shift
• Morning shift

Supplemental Pay:

• Performance bonus

Application Question(s):

• How many years of experience do you have in L&D?
• Have you worked for contact centers before ?
• Do you have experince in voice accent training ?
• Do you have experince in leadership training ?

Work Location: In person