Manager - Training | Travel BPO

Shape the Future of Learning. Drive Performance. Elevate Customer Experience.

Location: Gurgaon
Function: Training & Development
Industry: Travel BPO / Contact Center
Experience: 10-14 Years
About the Role
We are looking for a passionate and results-oriented Manager - Training who can transform learning into a strategic business advantage. The ideal candidate will bring significant experience from the Travel BPO industry, with expertise in training design, facilitation, stakeholder management, and performance transformation.
This role is critical in building a high-performing workforce by driving new hire training, continuous learning programs, leadership development, and process excellence across customer support, reservations, ticketing, and travel operations teams.
Key Responsibilities
Strategic Learning & Development
Develop and execute a comprehensive learning strategy aligned with business objectives.
Drive training effectiveness, employee capability enhancement, and operational excellence.
Create learning roadmaps for customer service, sales,



reservations, and support functions.
Foster a culture of continuous learning and performance improvement.
Travel Domain Training Expertise
Lead training initiatives for travel processes including:
Air Reservations & Ticketing
GDS Platforms (Amadeus, Sabre, Galileo)
Fare Rules & Ticket Exchanges
Refunds, Reissues & Cancellations
Travel Compliance & Policy Management
Customer Experience Management
Ensure teams stay updated on industry trends, airline policies, and global travel standards.
Content Development & Innovation
Design engaging classroom, virtual, and e-learning modules.
Develop SOPs, training manuals, assessments, certification frameworks, and knowledge repositories.
Introduce contemporary learning methodologies, gamification, and digital learning solutions.
Continuously enhance training content based on business requirements and customer feedback.
Leadership & Team Management
Lead, co

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