Assistant Training Manager - Travel Domain

About IGT Solutions

IGT Solutions is a prominent provider of customer experience and digital transformation services tailored for travel and emerging technology sectors. With a commitment to exceptional service delivery, we operate globally, fostering leadership that transforms customer experiences from within.

Position Overview

We are seeking a motivated Assistant Training Manager to spearhead learning and development efforts within our Travel Domain vertical. This pivotal role emphasizes instilling a customer-centric approach across voice and digital support channels, aiming to enhance customer satisfaction, loyalty, and overall service standards.

Key Responsibilities

• Design and implement bespoke CX training modules focusing on communication skills, empathy, and customer engagement for contact center representatives.
• Cultivate a coaching-oriented culture that prioritizes consistent customer-first messaging, behavioral expectations, and quality assurance.
• Deliver impactful soft skills and conflict-resolution trainings tailored for both new hires and existing team members, particularly within direct reports.
• Mentor and support trainers and team leaders to boost coaching effectiveness and elevate team outcomes.
• Recognize exceptional customer service moments and analyze feedback to continuously refine training content.
• Collaborate closely with Operations, Quality Assurance, and Human Resources to identify training requirements aligned with organizational objectives.
• Lead onboarding and orientation programs that embed the company's customer-centric values in new employees.
• Engage in calibration exercises to align training with quality standards and customer satisfaction metrics.
• Utilize data analytics to monitor performance trends, identify skill gaps, and optimize training interventions.

Candidate Profile

• Minimum 3 to 5 years of experience in training or coaching roles within BPO, customer service, or travel sectors.
• Demonstrated success in creating and executing training programs that enhance customer interaction quality.
• Solid understanding of customer experience indicators such as CSAT, NPS, and DSAT and their improvement through behavioral coaching.
• Flexibility to adjust training approaches based on learner feedback and analysis of performance data.
• Strong communication, facilitation, and interpersonal skills are essential.

What We Offer

• A dynamic and exponentially growing international workplace.
• Opportunities to influence large-scale customer experience strategies.
• An inclusive and cooperative team culture.
• Career advancement with ongoing learning and professional development prospects.

Eligibility

Open to all graduates.