Job Description

Etraveli Group is the globally leading company for tech solutions and fulfillment capabilities for online sales of flights. We are here to solve complexity, by connecting millions of flights and travelers across the globe, from search and selection to trip and beyond. We hold consumer online travel agency brands like Mytrip, Gotogate & Flightnetwork and serve Booking.com with flights. Etraveli Group has also established strategic partnerships with companies like Skyscanner, Google Flights, TUI, etc.


Every day we strive to make the world smaller for our customers and bigger for our people. Our diverse team of more than 2600 passionate professionals is what makes us the industry's tech wonder and the best in the world at what we do.


Major offices in Sweden (HQ), Canada, Greece, India, Poland and Uruguay.



Location: Mumbai / Pune

About the role:

Responsibilities

Training Delivery: Conduct engaging and effective training sessions on all schedule change policies, procedures, and relevant systems for new hires and existing agents. Content Development: Develop, update, and maintain training materials, job aids, and resources specific to schedule change processes. Knowledge Transfer: Ensure trainees fully understand complex schedule change scenarios, including rebooking, cancellations, involuntary changes, and compensation policies. Performance Coaching: Assess trainee comprehension and practical application of knowledge, providing constructive feedback and one-on-one coaching to improve performance. System Proficiency: Train agents on the effective use of relevant systems (e.g., GDS, internal tools) for processing schedule changes accurately and efficiently. Policy Adherence: Emphasize and ensure adherence to all company policies, airline regulations, and quality standards related to schedule changes.
Continuous Improvement: Stay up-to-date with any changes in schedule change policies, system updates, and industry best practices to integrate them into training.

Collaboration: Work closely with Operations, Quality Assurance, and other training team members to identify training needs and contribute to overall performance improvement.

Requirements

Minimum 2 years of prior experience in training, coaching, and mentoring roles is highly desirable. Domain Knowledge: In-depth understanding of airline policies, GDS systems (e.g., Amadeus, Sabre, Galileo & NDC portals), and common schedule change complexities. Excellent verbal, written, and presentation skills, with the ability to simplify complex information for diverse learners. Strong problem-solving abilities and attention to detail. Ability to adapt training methods to various learning styles and group dynamics. Self-motivated and capable of working independently while also being a strong team player. Ability to analyze data and derive insights for performance improvement. Proficient in data systems like QlikSense, Qualtrics, and Score Buddy. Experience coordinating with cross-functional teams like HR and Operations. * High attention to detail and strong organizational skills.