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 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)]