Training Manager

Atain is looking for Manager Training- Travel Domain Experience.

Key Responsibilities

• 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.
• 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.
• 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.
• 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.
• Lead, coach, and mentor a team of Trainers and Quality Coaches to ensure consistent delivery of training programs aligned with operational and business goals.
• Collaborate with Operations, Quality, Workforce Management, and Client Stakeholders to identify skill gaps and design targeted developmental interventions that improve performance and customer outcomes.
• Analyze operational metrics, customer feedback, NPS trends, escalations, and quality insights to identify opportunities for continuous learning and service improvement.
• Drive new hire onboarding, induction programs, nesting support, and culture orientation initiatives for travel operations employees.
• Develop and manage training curricula, facilitator guides, e-learning content, assessments, certifications, and coaching frameworks to support employee development and performance enhancement.
• Conduct regular calibration sessions with Operations Managers, Quality Teams, Subject Matter Experts, and Trainers to ensure consistency in customer experience standards and training effectiveness.
• Oversee leadership development initiatives for Team Leaders and Assistant Managers, focusing on coaching effectiveness, people management, customer centricity, and operational excellence.
• 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.
• Ensure training effectiveness through robust measurement mechanisms, including assessment scores, quality performance, productivity metrics, customer feedback, and business KPIs.
• Support process transitions, client migrations, new travel products, and technology implementations by developing and executing training plans to ensure seamless adoption.
• Stay updated with industry trends, airline regulations, travel technologies, customer experience best practices, and emerging learning methodologies to continuously improve training programs.

Desired Candidate Profile

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

Key Performance Indicators (KPIs)

• CSAT Improvement
• NPS Growth
• Training Effectiveness Scores
• Quality Compliance
• New Hire Success Rate
• Knowledge Assessment Scores
• Attrition Reduction
• Productivity Improvement
• Employee Engagement Scores
• Internal Certification Completion Rates

This 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.

Interested Candidates share the resume- Swapnil-