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 agile 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 current 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 a

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