Training Manager

Atain; Gurugram District; On-site; INR 2,500,000 - 4,000,000; Full time

Job summary

Atain is seeking a Manager - Training in Gurgaon to transform learning into a strategic business advantage within the travel BPO domain. You will drive new hire training, leadership development, and continuous learning across customer support, reservations, ticketing, and travel operations teams.

Ideal candidates bring 8-12 years in Training & Development, strong travel/domain expertise, and hands-on experience with Amadeus, Sabre or Galileo, LMS platforms, and leadership coaching.

Qualifications

• 8-12 years of Training & Development experience in BPO/Contact Center.

Responsibilities

• Develop and execute a learning strategy aligned with business objectives.
• Drive training effectiveness and capability enhancement for customer service, reservations and travel operations.
• Create roadmaps for learning across departments and support functions.
• Lead Train-the-Trainer programs and coach Training Leads and Trainers.
• Partner with Operations, Quality, WFM, HR and Clients to identify capability gaps.
• Measure impact via CSAT, quality, productivity and time-to-proficiency.

Skills

GDS platforms

Amadeus

Sabre

Galileo

LMS

MS Office

Data-driven

Communication

People management

Strategic thinking

Stakeholder management

Business acumen

Tools

Amadeus

Sabre

Galileo

Job description

Shape the Future of Learning. Drive Performance. Elevate Customer Experience.

Location: Gurgaon

Function: Training & Development

Experience: 10-14 Years

About the Role

We are looking for a passionate and results-oriented Manager - Training who can transform learning into a strategic business advantage. The ideal candidate will bring significant experience from the Travel BPO industry, with expertise in training design, facilitation, stakeholder management, and performance transformation.

This role is critical in building a high-performing workforce by driving new hire training, continuous learning programs, leadership development, and process excellence across customer support, reservations, ticketing, and travel operations teams.

Key Responsibilities

Strategic Learning & Development

• Develop and execute a comprehensive learning strategy aligned with business objectives.
• Drive training effectiveness, employee capability enhancement, and operational excellence.
• Create learning roadmaps for customer service, sales, reservations, and support functions.
• Foster a culture of continuous learning and performance improvement.

Travel Domain Training Expertise

• Lead training initiatives for travel processes including:
• Air Reservations & Ticketing
• Fare Rules & Ticket Exchanges
• Travel Compliance & Policy Management
• Customer Experience Management
• Ensure teams stay updated on industry trends, airline policies, and global travel standards.
• Design engaging classroom, virtual, and e-learning modules.
• Develop SOPs, training manuals, assessments, certification frameworks, and knowledge repositories.
• Introduce modern learning methodologies, gamification, and digital learning solutions.
• Continuously enhance training content based on business requirements and customer feedback.

Leadership & Team Management

• Lead, coach, and mentor Training Leads and Trainers.
• Conduct Train-the-Trainer (TTT) programs to build internal training capability.
• Drive trainer effectiveness through performance reviews and coaching interventions.
• Build a high-performing and collaborative training function.

Stakeholder & Client Management

• Partner with Operations, Quality, WFM, HR, and Client Stakeholders to identify capability gaps.
• Present training insights and performance improvements to senior leadership.
• Support business transitions, new client launches, and process migrations.
• Act as a trusted advisor for workforce development initiatives.

Performance Management

• Measure and improve:
• Training Throughput
• Nesting Performance
• Quality Scores
• CSAT/NPS
• Productivity Metrics
• Time-to-Proficiency
• Drive measurable business impact through targeted learning interventions.

Desired Candidate Profile

Experience

• 8-12 years of Training & Development experience within the BPO/Contact Center industry.
• Minimum 4+ years in a leadership role managing training teams.
• Strong exposure to Travel Operations, Airline Support, OTA, Corporate Travel, or Customer Service processes.

Technical Skills

• Expertise in GDS platforms such as Amadeus, Sabre, or Galileo.
• Strong knowledge of Learning Management Systems (LMS).
• Advanced proficiency in MS Office and reporting tools.
• Data-driven approach to measuring learning effectiveness.
• Exceptional communication and presentation skills.
• Strong people management and coaching abilities.
• Business acumen with a focus on delivering results.
• Strategic thinking and problem-solving mindset.
• Ability to influence senior stakeholders and drive change.

What Success Looks Like

Reduced Time-to-Proficiency for New Hires

Improved CSAT, Quality & Productivity Metrics

Increased Training Effectiveness & Certification Scores

Enhanced Employee Engagement & Retention

Consistent Delivery of Client & Business KPIs

Why Join Us?

• Opportunity to lead learning transformation in a fast-growing travel business.
• Exposure to global travel operations and premium client engagements.
• Drive large-scale capability development initiatives.
• Accelerated career growth into Senior L&D, Operations, and Business Leadership roles.
• Dynamic, collaborative, and innovation-driven culture.

Be the catalyst who turns learning into performance and talent into business success. Join us and redefine excellence in Travel BPO training.