Assistant Training Manager – Aviation Contact Center

About the role

As the Assistant Training Manager you will lead the design, delivery and continuous improvement of training programmes for a multi‑client aviation contact centre. You will work closely with headquarters and client teams to ensure training meets service level agreements and audit standards.

Key responsibilities

• Develop, implement and refine training curricula for various aviation clients.
• Oversee training schedules, resources and logistics, ensuring seamless delivery.
• Lead a multilingual team of Trainers and Assistant Managers, providing daily guidance and performance feedback.
• Manage trainer‑to‑agent ratios and budget constraints across multiple accounts.
• Monitor training effectiveness through KPIs, metrics and evaluations, using data to drive improvements.
• Create Training Needs Identification (TNI) and refresher plans for both classroom and remote settings.
• Conduct Failure Mode and Effects Analysis (FMEA) to identify and resolve delivery challenges.
• Prepare and present internal and client business reviews, handling escalations as needed.

Required profile

• 3‑5 years of experience in a similar management role within a multinational environment.
• Proven background in BPO or Shared Services Center operations, preferably with global aviation clients.
• Strong leadership and people‑management skills, with experience supervising multilingual teams.
• Ability to analyse metrics, manage budgets and drive continuous improvement.

Required skills

• Failure Mode and Effects Analysis (FMEA)
• Training Needs Identification (TNI) methodology
• KPIs and metric‑driven performance monitoring