Assistant Training Manager|Travel Experience Mandate

ATAIN; Gurugram District; On-site; INR 600,000 - 1,000,000; Full time

Job summary

Atain in Gurgaon, India is seeking an experienced Assistant Manager Training for the Travel Domain. Lead learning initiatives, promote a customer-first mindset across voice and digital channels, and drive CSAT, NPS, and service quality improvements.

The role emphasizes training design, coaching, and cross-functional collaboration to elevate customer experiences and agent performance in a dynamic CX environment.

Qualifications

• Minimum 3–5+ years of Training/Coaching experience in BPO, CX, or Travel domains.
• Strong knowledge of CX metrics (CSAT, NPS, DSAT) and ability to influence them through coaching.
• Excellent communication, facilitation, and interpersonal skills.

Responsibilities

• Design and deliver CX training programs focused on communication, empathy, and engagement.
• Foster a coaching-based, customer-centric culture aligned with QA benchmarks.
• Conduct soft skills, communication, and conflict-resolution training for all staff.
• Guide trainers and team leads to enhance coaching effectiveness and performance.
• Identify WOW moments, gather feedback, and tailor training accordingly.
• Collaborate with Operations, QA, and HR to align training with business goals.
• Lead onboarding and orientation to embed customer-first philosophy.

Skills

Training

Coaching

Facilitation

Communication

Job description

Job Opening: Assistant Manager Training (Travel Domain)

Location: Gurgaon, India
Company: Atain
Industry: BPO | 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