Learner Experience Facilitator (Based in Pune)

About the Role

The Learner Experience Facilitator sits within the LX team, responsible for the quality and effectiveness of all learning experiences through motivated and skilled facilitation, innovation, and continuous improvement.

Key Responsibilities

• New Hire Onboarding (NHO)
• Wave performance and ownership.
• Quality and effective facilitation for in-person, remote, and hybrid learning experiences.
• Quality coaching & feedback for agents during OJT and Nesting.
• Engagement and motivation of new hires.
• Wave analysis, reporting, and communication with stakeholders (TMs), identifying areas of focus targeting OJT, Nesting, and afterwards.
• Collaboration and partnering with TMs to improve new hire performance and their onboarding experience.
• Keeping up to date with key business priorities and how they can be messaged through NHO.
• Proactive feedback and suggestions for continuous improvement within NHO delivery.
• Continuous Learning (CL) Facilitation
• Facilitating all continuous learning experiences, ranging from global rollouts to skills development.
• Supporting TTT initiatives where needed, potentially including BPO or partner onboarding.
• Proactive feedback and suggestions for continuous improvement within CL delivery.
• Keeping up to date with changes in information/policies/procedures through product and procedural immersions (e.g., contact handling/memo completion).

Requirements & Tech Stack

• Must have skill: GDS/Airlines (Preferred), OTA (Required).
• Ideally contact center/customer service experience.
• Comprehension of adult learning theory.
• Strong interest in facilitation and how adults learn, combined with an interest in agent performance and enabling it through learning activities.
• Desire to see others succeed and grow in their facilitation skills.
• Ability to develop effective working relationships with stakeholders and other teams within and beyond L&D.
• Comfortable working with numbers and making reasoned, logical, data-driven, and well-thought-out decisions.
• Fluency in English with excellent written and verbal communication skills.
• Good understanding of learning infrastructure and relevant domain-specific technology solutions, maintenance, and best practices.
• A team player and collaborative, supporting colleagues and team members to achieve common goals.
• Positive, can-do attitude.

Additional languages are a plus.