Job Description

nAtain is looking for Manager Training- Travel Domain Experience.
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nKey Responsibilities
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- 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.n
- 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.n
- 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.n
- 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.n
- Lead, coach,



and mentor a team of Trainers and Quality Coaches to ensure consistent delivery of training programs aligned with operational and business goals.n
- Collaborate with Operations, Quality, Workforce Management, and Client Stakeholders to identify skill gaps and design targeted developmental interventions that improve performance and customer outcomes.n
- Analyze operational metrics, customer feedback, NPS trends, escalations, and quality insights to identify opportunities for continuous learning and service improvement.n
- Drive current hire onboarding, induction programs, nesting support, and culture orientation initiatives for travel operations employees.n
- Develop and manage training curricula, facilitator guides, e-learning content, assessments, certifications, and coaching frameworks to support employee development and performance enhancement.n
- Conduct regular calibration sessions with Operations Managers, Quality Teams, Subject Matter Experts, and Trai

📌 Training Manager (Gurugram)
🏢 Atain
📍 Gurugram