nAtain is looking for Manager Training- Travel Domain Experience.

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nKey Responsibilities

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1. Develop and implement comprehensive training strategies and learning frameworks for Travel Customer Experience, Reservations, Ticketing, Travel Support, and Customer Service operations within a contact center environment.
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2. Design, facilitate, and evaluate learning interventions focused on customer engagement, service excellence, empathy, problem-solving, conflict resolution, and travel-specific customer interactions across voice, chat, and email channels.
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3. Act as a Customer Experience Champion by driving service quality initiatives that enhance customer satisfaction, Net Promoter Score (NPS), Customer Satisfaction (CSAT), and overall traveler experience.
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4. Create and deliver training programs covering airline operations, travel bookings, itinerary management, cancellations, refunds, fare rules, global distribution systems (GDS), and travel service recovery processes.
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5. Lead, coach, and mentor a team of Trainers and Quality Coaches to ensure consistent delivery of training programs aligned with operational and business goals.
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6. Collaborate with Operations, Quality, Workforce Management, and Client Stakeholders to identify skill gaps and design targeted developmental interventions that improve performance and customer outcomes.
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7. Analyze operational metrics, customer feedback, NPS trends, escalations, and quality insights to identify opportunities for continuous learning and service improvement.
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8. Drive new hire onboarding, induction programs, nesting support, and culture orientation initiatives for travel operations employees.
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Develop and manage training curricula, facilitator guides, e-learning content, assessments, certifications, and coaching frameworks to support employee development and performance enhancement.
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10. Conduct regular calibration sessions with Operations Managers, Quality Teams, Subject Matter Experts, and Trainers to ensure consistency in customer experience standards and training effectiveness.
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11. Oversee leadership development initiatives for Team Leaders and Assistant Managers, focusing on coaching effectiveness, people management, customer centricity, and operational excellence.
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12. Recognize, promote, and reward exceptional customer service moments where agents deliver outstanding travel experiences, while proactively addressing service failures through coaching and corrective action plans.
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13. Ensure training effectiveness through robust measurement mechanisms, including assessment scores, quality performance, productivity metrics, customer feedback, and business KPIs.
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14. Support process transitions, client migrations, new travel products, and technology implementations by developing and executing training plans to ensure seamless adoption.
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15. Stay updated with industry trends, airline regulations, travel technologies, customer experience best practices,



and emerging learning methodologies to continuously improve training programs.
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nDesired Candidate Profile

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- 8-12 years of experience in Training & Development, Learning Management, or Customer Experience Training within the Travel, Airline, Hospitality, OTA, or Travel BPO industry.
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- Proven experience managing training teams in large-scale contact center operations.
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- Strong understanding of travel processes including reservations, ticketing, exchanges, refunds, fare construction, and customer service operations.
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- Experience working with GDS platforms such as Amadeus, Sabre, Galileo, or Travelport.
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- Demonstrated success in driving improvements in CSAT, NPS, Quality Scores, and Operational KPIs.
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- Strong stakeholder management, facilitation, coaching, and leadership development skills.
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- Excellent communication, presentation, and curriculum design capabilities.
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- Willingness to travel for business requirements, client meetings, audits, and training deployments.
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nKey Performance Indicators (KPIs)

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- CSAT Improvement
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- NPS Growth
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- Training Effectiveness Scores
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- Quality Compliance
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- Current Hire Success Rate
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- Knowledge Assessment Scores
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- Attrition Reduction
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- Productivity Improvement
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- Employee Engagement Scores
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- Internal Certification Completion Rates
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nThis version positions the role more strategically at a Manager Training level for the Travel Domain, emphasizing leadership, travel operations expertise, stakeholder management, and customer experience excellence.

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nInterested Candidates share the resume- Swapnil- (phone hidden)

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📌 Training Manager (Gurugram)
🏢 Atain
📍 Gurugram