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 modern learning methodologies, gamification, and digital learning solutions.
- Continuously enhance training content based on business requirements and customer feedback.
Leadership & Team Management
- Lead, coach, and mentor Training Leads and Trainers.
- Conduct Train-the-Trainer (TTT) programs to build internal training capability.
- Drive trainer effectiveness through performance reviews and coaching interventions.
- Build a high-performing and collaborative training function.
Stakeholder & Client Management
- Partner with Operations, Quality, WFM, HR, and Client Stakeholders to identify capability gaps.
- Present training insights and performance improvements to senior leadership.
- Support business transitions, new client launches, and process migrations.
- Act as a trusted advisor for workforce development initiatives.
Performance Management
- Measure and improve:
- Training Throughput
- Certification Scores
- Nesting Performance
- Quality Scores
- CSAT/NPS
- Productivity Metrics
- Time-to-Proficiency
- Drive measurable business impact through targeted learning interventions.
Desired Candidate Profile
Experience
- 8-12 years of Training & Development experience within the BPO/Contact Center industry.
- Minimum 4+ years in a leadership role managing training teams.
- Strong exposure to Travel Operations, Airline Support, OTA, Corporate Travel, or Customer Service processes.
- Proven experience in managing large-scale training programs.
Technical Skills
- Expertise in GDS platforms such as Amadeus, Sabre, or Galileo.
- Strong knowledge of Learning Management Systems (LMS).
- Advanced proficiency in MS Office and reporting tools.
- Data-driven approach to measuring learning effectiveness.
Leadership Competencies
- Exceptional communication and presentation skills.
- Strong people management and coaching abilities.
- Business acumen with a focus on delivering results.
- Strategic thinking and problem-solving mindset.
- Ability to influence senior stakeholders and drive change.
What Success Looks Like
✔ Reduced Time-to-Proficiency for New Hires
✔ Improved CSAT, Quality & Productivity Metrics
✔ Increased Training Effectiveness & Certification Scores
✔ Enhanced Employee Engagement & Retention
✔ Strong Leadership Pipeline Development
✔ Consistent Delivery of Client & Business KPIs
Why Join Us?
- Opportunity to lead learning transformation in a fast-growing travel business.
- Exposure to global travel operations and premium client engagements.
- Drive large-scale capability development initiatives.
- Accelerated career growth into Senior L&D, Operations, and Business Leadership roles.
- Dynamic, collaborative, and innovation-driven culture.
Be the catalyst who turns learning into performance and talent into business success. Join us and redefine excellence in Travel BPO training.
Interested Candidates share resume- Swapnil- 7042379178