Training Manager

Atain · India

Atain is looking for Manager Training- Travel Domain Experience.

Key Responsibilities

1. Develop and implement comprehensive training strategies and learning frameworks for Travel Customer Experience, Reservations, Ticketing, Travel Support, and Customer Service operations within a contact center environment.
2. Design, facilitate, and evaluate learning interventions focused on customer engagement, service excellence, empathy, problem-solving, conflict resolution, and travel-specific customer interactions across voice, chat, and email channels.
3. Act as a Customer Experience Champion by driving service quality initiatives that enhance customer satisfaction, Net Promoter Score (NPS), Customer Satisfaction (CSAT), and overall traveler experience.
4. Create and deliver training programs covering airline operations, travel bookings, itinerary management, cancellations, refunds, fare rules, global distribution systems (GDS), and travel service recovery processes.
5. Lead, coach, and mentor a team of Trainers and Quality Coaches to ensure consistent delivery of training programs aligned with operational and business goals.
6. Collaborate with Operations, Quality, Workforce Management, and Client Stakeholders to identify skill gaps and design targeted developmental interventions that improve performance and customer outcomes.
7. Analyze operational metrics, customer feedback, NPS trends, escalations, and quality insights to identify opportunities for continuous learning and service improvement.
8. Drive new hire onboarding, induction programs, nesting support, and culture orientation initiatives for travel operations employees.
9. Develop and manage training curricula, facilitator guides, e-learning content, assessments, certifications, and coaching frameworks to support employee development and performance enhancement.
10. Conduct regular calibration sessions with Operations Managers, Quality Teams, Subject Matter Experts, and Trainers to ensure consistency in customer experience standards and training effectiveness.
11. Oversee leadership development initiatives for Team Leaders and Assistant Managers, focusing on coaching effectiveness, people management, customer centricity, and operational excellence.
12. Recognize, promote, and reward exceptional customer service moments where agents deliver outstanding travel experiences, while proactively addressing service failures through coaching and corrective action plans.
13. Ensure training effectiveness through robust measurement mechanisms, including assessment scores, quality performance, productivity metrics, customer feedback, and business KPIs.
14. Support process transitions, client migrations, new travel products, and technology implementations by developing and executing training plans to ensure seamless adoption.
15. Stay updated with industry trends, airline regulations, travel technologies, customer experience best practices, and emerging learning methodologies to continuously improve training programs.

Desired Candidate Profile

• 8-12 years of experience in Training & Development, Learning Management, or Customer Experience Training within the Travel, Airline, Hospitality, OTA, or Travel BPO industry .
• Proven experience managing training teams in large-scale contact center operations.
• Strong understanding of travel processes including reservations, ticketing, exchanges, refunds, fare construction, and customer service operations.
• Experience working with GDS platforms such as Amadeus, Sabre, Galileo, or Travelport .
• Demonstrated success in driving improvements in CSAT, NPS, Quality Scores, and Operational KPIs.
• Strong stakeholder management, facilitation, coaching, and leadership development skills.
• Excellent communication, presentation, and curriculum design capabilities.
• Willingness to travel for business requirements, client meetings, audits, and training deployments.

Key Performance Indicators (KPIs)

• CSAT Improvement
• NPS Growth
• Training Effectiveness Scores
• Quality Compliance
• New Hire Success Rate
• Knowledge Assessment Scores
• Attrition Reduction
• Productivity Improvement
• Employee Engagement Scores
• Internal Certification Completion Rates

This version positions the role more strategically at a Manager Training level for the Travel Domain , emphasizing leadership, travel operations expertise, stakeholder management, and customer experience excellence.

Interested Candidates share the resume- Swapnil- 7042379178