Assistant Training Manager

ATAIN; Gurugram District; On-site; INR 900,000 - 1,500,000; Full time

Benefits offered by this job

Dynamic international work environment

Opportunities to shape CX strategies

Collaborative team culture

Continuous learning and upskilling

Job summary

Atain is seeking an experienced Assistant Manager Training to lead learning and development within our Travel Domain. This role focuses on building a customer-first mindset across voice and digital channels, aiming to boost CSAT, NPS, and service quality.

You will design and deliver CX training, coach, mentor trainers and team leads, collaborate with Operations, QA, and HR, and lead onboarding for new hires. The position offers an international work environment and opportunities for growth.

Qualifications

• Minimum 35 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.

Responsibilities

• Training design and delivery of customized CX programs for contact center agents.
• Foster a coaching-based, customer-centric culture across channels.
• Conduct coaching for new hires and staff in soft skills and conflict resolution.
• Mentor trainers and team leads to improve coaching effectiveness.
• Identify WOW moments and tailor training from feedback and data.
• Collaborate with Operations, QA, and HR to align training with business goals.
• Lead onboarding and orientation to embed customer-first philosophy.
• Participate in QA calibration to align training with satisfaction goals.
• Analyze performance data to refine training strategy and close skill gaps.

Skills

Training/Coaching

CX metrics

Communication

Facilitation

Team mentoring

Job description

Job Opening: Assistant Manager Training (Travel Domain)

Location: Gurgaon, India
Company: Atain.
Industry: BPO | Content Moderation | Customer Experience
Employment Type: Full-Time

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 35 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