Manager Training_International Travel Experience
- IGT
- 8 - 10 years
- Noida, Gurugram
- 1 month ago
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Job Description
Job Title: Manager Training (International Cluster ) (Voice, Chat & Email Customer Experience Improvement)
Location: Gurgaon, India
Company: IGT Solutions
Department: International Travel Servicing Operations
Industry: BPO / Travel / Customer Service
Employment Type: Full-Time
About the Role:
IGT Solutions is seeking a Manager Training who is passionate about enhancing Customer Experience (CX) across voice and digital contact channels. This role is integral to developing and embedding a coaching-driven, customer-centric culture across our international travel servicing operations. You will lead initiatives aimed at improving communication, empathy, and engagement in all customer interactions to drive better CSAT and NPS outcomes.
Key Responsibilities:
- Design, develop, and implement Customer Experience Blueprint Training modules tailored for contact center environments.
- Conduct engaging training sessions focused on empathy, energy, and engagement in customer service delivery.
- Champion customer-centric behaviors and communication excellence to improve CSAT, NPS, and reduce DSAT.
- Deliver soft skills, communication, customer engagement, and resolution training programs with a focus on the Travel or BPO industry.
- Coach and mentor Customer Experience Trainers and operational staff to enhance CX coaching effectiveness.
- Recognize and reward WOW moments and identify improvement opportunities from negative customer experiences.
- Develop a comprehensive training curriculum; conduct both group and individual coaching sessions for new and tenured agents.
- Lead culture orientation programs for new hires to instill IGT's values and customer-first mindset.
- Collaborate with Operations, QA, and Training teams to identify training needs and implement learning strategies aligned with business goals.
- Participate in calibration sessions with cross-functional teams to ensure alignment on CX standards and practices.
- Analyze operational insights to identify trends, performance gaps, and opportunities for upskilling.
Qualifications & Experience:
- Proven track record in training and coaching large teams within a customer service/BPO/travel environment.
- Experience in designing and delivering training related to communication, customer engagement, soft skills, and issue resolution.
- Strong background in performance management with a focus on improving customer satisfaction and loyalty metrics.
- Ability to assess training effectiveness and make real-time adjustments based on feedback and performance data.
What We Offer:
- Dynamic and fast-growing international environment
- Opportunity to shape and influence customer experience strategy
- Collaborative and inclusive team culture
- Career growth and continuous learning opportunities
Apply now to join a team where your passion for customer excellence drives measurable impact!
In case interested for the role, please share your resume on- 7042379***
Job Classification
Industry: BPM / BPOFunctional Area / Department: Teaching & TrainingRole Category: Teaching & Training - OtherRole: Teaching & Training - OtherEmployement Type: Full timeContact Details:
Company: IGT SolutionsLocation(s): Noida, Gurugram
Keyskills: training and developement softskill Behavioural Training travel process Personality Development Soft Skills Training
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