Assistant Manager Training

Atain; Gurugram District; On-site; INR 800,000 - 1,200,000; Full time

Job summary

Atain in India is seeking an experienced Assistant Manager Training to lead learning initiatives within the Travel Domain, focusing on boosting CSAT, NPS, and overall service quality across voice and digital channels. You will design and deliver CX training, foster a coaching-based culture, conduct soft skills sessions, mentor trainers, and collaborate with Operations, QA, and HR to ensure initiatives align with business goals.

Onboarding and QA calibration are included.

Qualifications

• 3–5 years in Training/Coaching within BPO, CS, or Travel domains.
• Proven ability to create and implement training programs that improve engagement and satisfaction.
• Strong knowledge of CX metrics (CSAT, NPS, DSAT) and how to influence them through coaching.
• Ability to adapt training techniques based on learner feedback and performance analytics.
• Excellent communication, facilitation, and interpersonal skills.

Responsibilities

• Training Design & Delivery: Create and deliver customized CX training programs focused on communication, empathy, and engagement for contact center agents.
• CX Culture Enablement: Foster a coaching-based, customer-centric culture by driving consistent messaging and quality in interactions.
• Performance Coaching: Conduct engaging soft skills, communication, and conflict-resolution training for new hires and staff.
• Team Mentorship: Guide and support trainers and team leads to enhance coaching effectiveness and overall team performance.
• Recognition & Feedback: Identify WOW moments and tailor training based on feedback.
• Cross-Functional Collaboration: Partner with Operations, QA, and HR to align training with business goals.
• Onboarding & Orientation: Lead orientation sessions to embed customer-first philosophy in new team members.
• Quality Alignment: Participate in calibration sessions to align training with QA benchmarks and CSAT goals.
• Data-Driven Improvement: Analyze performance data to refine training strategy and identify skill gaps.

Skills

Training/Coaching

Facilitation

Communication

Analytics

Job description

Company: Atain Industry: BPO | Customer Experience

About Atain:

Atain is a leading provider of customer experience (CX) and digital transformation solutions for travel and high-growth technology companies. With a global presence and a passion for delivering exceptional service, were seeking dynamic individuals who are ready to lead with purpose and transform CX from the inside out.

Position Overview:

We are looking for an experienced and driven Assistant Manager Training to lead learning and development initiatives within our Travel Domain vertical. This role is critical in promoting a customer-first mindset across our voice and digital service channels, with a focus on boosting customer satisfaction (CSAT), loyalty (NPS), and overall service quality.

Key Responsibilities:

• Training Design & Delivery: Create and deliver customized CX training programs focused on communication, empathy, and engagement for contact center agents.


• CX Culture Enablement: Foster a coaching-based, customer-centric culture by driving consistent messaging, behavioral standards, and quality in customer interactions.


• Performance Coaching: Conduct engaging soft skills, communication, and conflict-resolution training for both new hires and experienced staff, particularly within the team.


• Team Mentorship: Guide and support trainers and team leads to enhance their coaching effectiveness and overall team performance.


• Recognition & Feedback: Identify and reward WOW customer moments; evaluate feedback to pinpoint improvement areas and tailor training accordingly.


• Cross-Functional Collaboration: Partner with Operations, QA, and HR to assess training needs and roll out initiatives that align with business goals.


• Onboarding & Orientation: Lead cultural and values-based orientation sessions to embed IGTs customer-first philosophy in all new team members.


• Quality Alignment: Participate in regular calibration sessions to ensure training remains aligned with QA benchmarks and customer satisfaction goals.


• Data-Driven Improvement: Analyze performance data and trends to refine training strategy, identify skill gaps, and enhance training effectiveness.

Candidate Profile:

• Minimum 3–5 years of experience in Training/Coaching within BPO, Customer Service, or Travel domains.


• Proven ability to create and implement training programs that improve customer engagement and satisfaction.


• Strong knowledge of CX metrics (CSAT, NPS, DSAT) and how to influence them through behavioral coaching.


• Ability to adapt training techniques based on learner feedback and performance analytics.


• Excellent communication, facilitation, and interpersonal skills.

What We Offer:

• A dynamic and rapidly growing international work environment


• Opportunities to shape customer experience strategies at scale


• A collaborative and inclusive team culture


• Career growth with continuous learning and upskilling opportunities