Assistant Manager

3 weeks ago

Bengaluru, Karnataka, India WNS Full time

Job Description

Core Responsibilities:

  1. Deliver high-impact New Hire, Upskill, and Refresher Training focused on airline processes, GDS systems, and customer service excellence
  2. Ensure full compliance with client and internal certification standards
  3. Collaborate with Training Managers and stakeholders to align training outcomes with operational goals
  4. Identify gaps and recommend improvements based on feedback and performance data
  5. Develop, update, and maintain training content tailored to airline operations and client requirements
  6. Ensure accurate documentation and reporting of training metrics in line with organizational standards
  7. Work with internal and external stakeholders and drive process improvements and floor support
  8. Create training programs to address skill gaps in employees by conducting regular TNA and TNI
  9. Coach and provide feedback to trainees on their performance in class and on the shop floor
  10. Control absenteeism and attrition in class and motivate the batch
  11. Consistently achieve or exceed targets on quality and throughput in training
  12. Participate in regular internal and external stakeholder interactions

Desired Candidate Profile

  1. Minimum 5 years of proven experience in training delivery, preferably in a fast-paced operations or BPO environment
  2. Strong background in airline or travel industry is essential - preferably Reservations and Ticketing background
  3. Expert-level proficiency in GDS platforms (e.g., Amadeus, Sabre, Galileo) with hands-on experience in process training
  4. Solid understanding of customer service workflows and operational standards
  5. Exceptional facilitation, communication, and stakeholder management skills
  6. Demonstrated ability to lead teams, coach performance, and drive measurable training outcomes
  7. Should have Voice training experience of more than 3 years in airline travel domain
  8. Ability to work in shifts
  9. Should have new hire training experience with adequate exposure to coaching and feedback of new and tenured agents
  10. Ability to identify skill gaps in classroom and on the shop floor. Design customized training programs and track ROI
  11. Good people management and organizational skills
  12. Good knowledge of MS Office – PowerPoint, Excel, and Word
  13. Willingness to go over and beyond the regular delivery requirements during ramp/peak season
  14. Good analytical and presentation skills

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