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 recent 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

Interested? Let’s Connect!

Send your updated resume to: Swapnil-[(phone hidden)]

📌 Walk-in || Assistant Training Manager (Gurugram)
🏢 Atain
📍 Gurugram