Walk-in || Assistant Training Manager (Gurugram)

Job Opening: Assistant Manager Training (Travel Domain) Location: Gurgaon, India Company: Atain Industry: BPO | Customer Experience Employment Type: Full-Time About Atain: Atain is a leading provider of customer experience (CX) and digital transformation solutions for travel and high-growth technology companies. With a global presence and a passion for delivering exceptional service, were seeking dynamic individuals who are ready to lead with purpose and transform CX from the inside out. Position Overview: We are looking for an experienced and driven Assistant Manager Training to lead learning and development initiatives within our Travel Domain vertical. This role is critical in promoting a customer-first mindset across our voice and digital service channels, with a focus on boosting customer satisfaction (CSAT), loyalty (NPS), and overall service quality. Key Responsibilities: - Training Design & Delivery: Create and deliver customized CX training programs focused on communication, empathy, and engagement for contact center agents. - CX Culture Enablement: Foster a coaching-based, customer-centric culture by driving consistent messaging, behavioral standards, and quality in customer interactions. - Performance Coaching: Conduct engaging soft skills, communication, and conflict-resolution training for both new hires and experienced staff, particularly within the team. - Team Mentorship: Guide and support trainers and team leads to enhance their coaching effectiveness and overall team performance. - Recognition & Feedback: Identify and reward WOW customer moments; evaluate feedback to pinpoint improvement areas and tailor training accordingly. - Cross-Functional Collaboration: Partner with Operations, QA, and HR to assess training needs and roll out initiatives that align with business goals. - Onboarding & Orientation: Lead cultural and values-based orientation sessions to embed IGTs customer-first philosophy in all recent team members. - Quality Alignment: Participate in regular calibration sessions to ensure training remains aligned with QA benchmarks and customer satisfaction goals. - Data-Driven Improvement: Analyze performance data and trends to refine training strategy, identify skill gaps, and enhance training effectiveness. Candidate Profile: - Minimum 35 years of experience in Training/Coaching within BPO, Customer Service, or Travel domains. - Proven ability to create and implement training programs that improve customer engagement and satisfaction. - Strong knowledge of CX metrics (CSAT, NPS, DSAT) and how to influence them through behavioral coaching. - Ability to adapt training techniques based on learner feedback and performance analytics. - Excellent communication, facilitation, and interpersonal skills. What We Offer: - A dynamic and rapidly growing international work environment - Opportunities to shape customer experience strategies at scale - A collaborative and inclusive team culture - Career growth with continuous learning and upskilling opportunities Interested Lets Connect! Send your updated resume to: Swapnil-[7042379178] .