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 agile individuals who are ready to lead with purpose and transform CX from the inside out.
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Position Overview:
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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.
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Key Responsibilities:
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- Training Design & Delivery: Create and deliver customized CX training programs focused on communication, empathy, and engagement for contact center agents.
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- CX Culture Enablement: Foster a coaching-based, customer-centric culture by driving consistent messaging, behavioral standards, and quality in customer interactions.
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- Performance Coaching: Conduct engaging soft skills, communication, and conflict-resolution training for both new hires and experienced staff, particularly within the team.
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- Team Mentorship: Guide and support trainers and team leads to enhance their coaching effectiveness and overall team performance.
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- Recognition & Feedback:
Identify and reward WOW customer moments; evaluate feedback to pinpoint improvement areas and tailor training accordingly.
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- Cross-Functional Collaboration: Partner with Operations, QA, and HR to assess training needs and roll out initiatives that align with business goals.
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- Onboarding & Orientation: Lead cultural and values-based orientation sessions to embed IGTs customer-first philosophy in all new team members.
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- Quality Alignment: Participate in regular calibration sessions to ensure training remains aligned with QA benchmarks and customer satisfaction goals.
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- Data-Driven Improvement: Analyze performance data and trends to refine training strategy, identify skill gaps, and enhance training effectiveness.
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Candidate Profile:
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- Minimum 3–5 years of experience in Training/Coaching within BPO, Customer Service, or Travel domains.
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- Proven ability to create and implement training programs that improve customer engagement and satisfaction.
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- Strong knowledge of CX metrics (CSAT, NPS, DSAT) and how to influence them through behavioral coaching.
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- Ability to adapt training techniques based on learner feedback and performance analytics.
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- Excellent communication, facilitation, and interpersonal skills.
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What We Offer:
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- A dynamic and rapidly growing international work workplace
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- Opportunities to shape customer experience strategies at scale
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- A cooperative and inclusive team culture
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- Career growth with continuous learning and upskilling opportunities
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Interested? Let's Connect!
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Send your updated resume to: Swapnil-[(phone hidden)]
📌 Assistant Manager Training (Gurugram)
🏢 Atain
📍 Gurugram
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