Operational Trainer

TAG provides high-touch, personalized travel and event management services to the biggest names on the planet, as well as top C-suite executives and award-winning productions. Our mission is to alleviate the stress and complexity of travel, and we are committed to uncovering solutions to get our clients where they need to be, feeling ready to take on the world. If you’re looking for a fun, ever-changing and challenging environment, TAG is the answer. Whether you are a highly experienced professional or this is the first step in your career, our doors are open to everyone with an ambitious attitude, a genuine spirit and teamwork mindset.

Operational Trainer Overview:

The Operational Trainer is primarily responsible for providing technical and department training related to internal TAG agents. Working directly with the Global Operations Director – Systems & Training to deliver short-term, mid-term and long-term training strategies is a key element of this role. Building internal relationships with all staff and department managers is vital along with keeping up to date of all technical updates and TAG processes.

Responsibilities & Duties:

• Support comprehensive and consistent delivery of global “best in class” training strategies and programmes to the EMEA region both in person and virtually.
• Develop a full understanding of all TAG systems and software including:
  • GDS Galileo (booking, amendments, ticketing, contracts, groups, pricing, exchanges and reissues & TAG Tools)
  • TAG Desktop
  • Front
  • Atris
  • Sharepoint & MS Office
  • Virtual Payment Websites used in EMEA by all departments
  • Customer Service & TAG Professional Selling Skills
• Provide APS related product training to internal agents (Products supported by APS, including reissue training, GDS tools, fares and occasional adhoc APS training requests).
• Organise and deliver the TAG onboarding for all new agents
• Continuously identify and feedback agent training needs to the Global Operations Director – Systems & Training as and when seen as necessary.
• Build & maintain good relationships with department managers and the wider technology team, providing feedback on new agent training, agent training needs and performance gaps.
• Suggest improved practices to the Global Operations Director – Systems & Training, which will contribute to departmental targets being met and programmes being run successfully.
• Measure and analyse the effectiveness of training using various feedback methods.