Atain is looking for Manager Training- Travel Domain Experience.
Key Responsibilities
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.
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.
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.
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.
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.
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.
7. Analyze operational metrics, customer feedback, NPS trends, escalations, and quality insights to identify opportunities for continuous learning and service improvement.
8. Drive recent hire onboarding, induction programs, nesting support, and culture orientation initiatives for travel operations employees.
9. Develop and manage training curricula, facilitator guides, e-learning content, assessments, certifications, and coaching frameworks to support employee development and performance enhancement.
10. Conduct regular calibration sessions with Operations Managers, Quality Teams, Subject Matter Experts, and Trainers to ensure consistency in customer
📌 Hiring: Training Manager (Hisar)
🏢 Atain
📍 Hisar