Walk-in | Assistant Training Manager

ATAIN; Gurugram District; On-site; INR 1,200,000 - 1,600,000; Full time

Benefits offered by this job

Global work environment

Growth opportunities

Inclusive culture

Continuous learning

Job summary

IGT Solutions is seeking an Assistant Manager Training for its Travel Domain in Gurgaon, India. The role focuses on leading learning initiatives, promoting a customer-first mindset across voice and digital channels, and driving CSAT and NPS improvements.

The candidate will design and deliver CX training, coach teams, and collaborate with Operations, QA, and HR to ensure alignment with business goals and quality standards.

Qualifications

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

Responsibilities

• Design and deliver CX training programs focusing on communication, empathy and engagement for contact center agents.
• Coach and mentor trainers and team leads to improve coaching effectiveness.
• Coordinate with Operations, QA and HR to align training with business goals and QA benchmarks.
• Lead onboarding and orientation to embed customer-first philosophy across new hires.

Job description

Job Opening: Assistant Manager Training (Travel Domain)

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

About IGT Solutions:

IGT Solutions 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 IGT's 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