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Strong employer brand, metro location, mid-level generalist role, and contact-center focus increase competition.
Training skills transfer across industries, but contact-center and travel operations context requires domain familiarity.
Explicit 5+ years requirement, people-leadership and preferred contact-center experience make filters relatively strict.
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Lead and manage delivery of onboarding, upskilling, and change training programs for customer service agents ensuring consistency and quality.
Coach and develop frontline facilitators, managing performance and capability growth through observation and structured development plans.
Collaborate with operational stakeholders to identify performance gaps and apply data-driven insights to improve training outcomes and program effectiveness.
Bachelor's degree or equivalent experience in Learning & Development, Education, HR, Business, or related field.
5+ years of experience in learning and training delivery, preferably in contact center, operations, or customer service environment.
1-3+ years people leadership experience managing facilitators or frontline roles with coaching and development responsibility.
Role location: Gurgaon office; working hours: evening shift (7 PM to 12 AM IST), with flexible remaining hours; mandatory in-office presence at least 3 days/week.
Experienced in managing and coaching training facilitators to deliver business-aligned, scalable learning programs in customer service or contact center settings.
Data-driven approach to evaluate training effectiveness and implement improvements based on feedback and operational KPIs.
Strong operational collaboration skills to partner with stakeholders for aligning training with organizational priorities and managing execution risks.