Your role
Reporting to the Global Service Standards & Compliance Manager, the Global Customer Contact Centre Business Trainer is responsible for delivering comprehensive training and coaching to new employees across all internal contact centre departments, while also ensuring that existing staff are supported and consistently meet established performance standards. The Global Customer Contact Centre Business Trainer will provide strategic leadership in the development, management, and maintenance of training manuals, and will mentor teams in the application of best practices. Additionally, Global Customer Contact Centre Business Trainer will be expected to extend training and coaching support to our outsourced partners. This individual will be responsible for knowledge base and ensuring all information is accurate and up to date at all times.
* Deliver new hire training across the contact centres and if required other departmental training programs.
* Contribute to the overall success of the Training Department.
* Results oriented with ability to manage change while creating a positive environment.
* Results focused and solution driven with demonstrated ability to work effectively under pressure and commitment to producing high quality output to tight deadlines.
* Clear understanding of Aer Lingus' commercial position and an excellent appreciation of the airline policies and procedures.
* Computer literate, with a strong working knowledge of Microsoft Office.
* Take calls and act as roaming Supervisors during All-Hands situations.
* Set up and maintain training facilities and related training materials.
* Identify and work closely with SMEs to design, develop and refine engaging programs in various formats (documentation, live and virtual facilitation, online, video.
* Provide one-on-one coaching in training to ensure exceptional customer services.
* Provide training updates and ensure updates are communicated throughout the operation.
* Work in conjunction with the Quality team to ensure training and quality goals are met.
Your Qualifications And Key Criteria
* Strong knowledge of Astral booking reservations systems.
* Clear verbal and written communication.
* Results oriented with ability to manage change while creating a positive environment.
* Public speaking and presentation experience.
* Active listening and feedback incorporation.
* Results focused and solution driven with demonstrated ability to work effectively under pressure and commitment to producing high quality output to tight deadlines.
* Take calls and act as roaming Supervisors during All-Hands situations.
* Set up and maintain training facilities and related training materials.
* Provide one-on-one coaching in training to ensure exceptional customer services.
* Set up and maintain training facilities and related training materials.
* Identify and work closely with SMEs to design, develop and refine engaging programs in various formats (documentation, live and virtual facilitation, online, video.
* Ability to facilitate interactive sessions that encourage participation.
* Skilled at coaching team leaders and agents to drive performance improvement.
* Ability to assess training needs using data.
* Evaluate training outcomes and make continuous improvements.
* High empathy and cultural sensitivity.
* Ability to manage diverse personalities and handle resistance or stress constructively.
* Work in conjunction with the Quality team to ensure training and quality goals are met.
* Full ownership of revamping the CCC Knowledgebase and implemented effective processes to ensure it remains consistently updated.
* Fluent in English, both written and spoken.
* Ability to travel globally to other sites as and when required.
* Fluent in English, both written and spoken.
* Eligible to live and work in the EU.
* Valid full EU license.
* Be in possession or be able to pass a strict airport security vetting procedure which includes a 5-year background check* (or be in possession of a current airside pass for the airport this position is based in Dublin).
Closing Date: 21st March 2025.
At Aer Lingus, we embrace diversity and believe in providing equal opportunities to all qualified individuals. We are dedicated to cultivating an inclusive and respectful work environment that values employees' unique backgrounds, experiences, and perspectives. We do not discriminate based on race, gender, sexual orientation, age, disability, or any other protected status. If you have any questions or require any accommodations to support you in your application, please contact us at
Desirable criteria
5+ years' experience in training/coaching within a contact centre or customer service environment.
Certification in training or instructional design (e.g., CIPD).
Familiarity with CRM platforms, including Salesforce.
Understanding of AWS Connect.
Strong Teaching Capabilities And Mentoring Skills.
Experience in a dynamic, fast changing environment is preferable.
Division / Department
Customer - Customer Experience &Business Excellence