Assistant Training Manager – Aviation Contact Center

About the role

ATAIN is seeking an Assistant Training Manager to lead the design and delivery of training programs for a multi‑client aviation contact centre. You will work closely with headquarters and client teams to ensure training quality, compliance, and continuous improvement.

Key responsibilities

• Develop, implement and refine training curricula for various aviation clients.
• Lead a multilingual team of Trainers and Assistant Managers, overseeing daily operations and delivery.
• Manage trainer‑to‑agent ratios and budget constraints across multiple accounts.
• Monitor training effectiveness using KPIs, metrics and evaluations, and drive continuous improvement.
• Create Training Needs Identification (TNI) and refresher plans for both classroom and remote settings.
• Conduct Failure Mode and Effects Analysis (FMEA) to identify delivery challenges and implement corrective actions.
• Prepare internal and client business reviews, handle escalations and provide feedback to senior management.

Required profile

• 3‑5 years of experience in a similar management role within a multinational BPO or SSC environment.
• Proven experience with global brands or clients in the aviation sector.
• Strong leadership, team motivation and stakeholder management skills.

Required skills

• Training Needs Identification (TNI) methodology
• Failure Mode and Effects Analysis (FMEA)

What we offer

• Opportunity to shape training strategy for a high‑growth aviation contact centre.
• Collaborative, multilingual work environment.
• Professional development and career progression.