KEY RESPONSIBILITIES -

1. TRAINING DELIVERY AIR LOB
- Design and deliver end-to-end training programmes for Air LOB teams, covering domestic & international flight booking, GDS proficiency (Amadeus / Sabre / Galileo), ancillary upsell, fare rules, and refund/reschedule SOPs.
- Conduct current-hire inductions, refresher modules, and remediation batches for contact centre agents, quality analysts, and operations executives handling air ticketing.
- Facilitate live, blended, and virtual classroom training sessions aligned to Air product roadmap and seasonal travel peaks.
- Collaborate with the Air Ops and Product teams to translate policy and product updates into trainer-ready content within defined TATs.
- Track trainee performance during batch delivery and submit structured post-training assessments and score reports.

2. TRAINING DELIVERY NON-AIR LOB (Hotels, Holidays, Buses & Rail)
- Own training delivery across Non-Air LOBs including Hotels (domestic & international), Holiday Packages, Bus, and Rail verticals.
- Develop and deliver role-specific modules for reservations,



supplier coordination, customer service escalations, and booking system navigation (internal tools + OTA platforms).
- Partner with the Hotels and Holidays category teams to stay current on inventory, supplier changes, and promotional campaigns and build this into training content.
- Run cross-LOB training for agents handling multi-product customer interactions, ensuring consistent process adherence and customer experience standards.

3. PARTNER PERFORMANCE & CAPABILITY BUILDING
- Act as the training SPOC for outsourced and partner operations centres, driving capability building programmes at partner sites.
- Conduct scheduled and ad hoc training visits to partner locations across India to assess training quality, address skill gaps, and deliver upskilling interventions.
- Monitor partner agent performance data (CSAT, AHT, FCR, quality scores) and translate insights into targeted training action plan

📌 Assistant Manager (Delhi)
🏢 Yellow Box HR Services
📍 Delhi