Assistant Manager - Process Training ( Sales Training/VNA Training) - Gurgaon/Pune

Job Description:

Assistant Manager – Communication, Soft Skills & Sales Training

Vertical: Travel Sales

The Assistant Manager Communication Soft Skills & Sales Training is responsible for driving end to end training delivery for communication excellence and sales effectiveness across new hires and tenured agents. The role blends language & soft skills training consultative sales coaching and floor level performance enablement to improve customer experience and Sales Conversion.

Key Responsibilities

Training Delivery & Governance

Drive Voice & Accent Communication Soft Skills and Sales training teams to ensure on time high quality delivery across New Hire and Floor Training programs

Own training calendars to ensure optimal coverage for business needs

Ensure adherence to company client and data security requirements

Communication & Soft Skills Enablement

Deliver and oversee training on:

Spoken and Written English Voice Chat Email

Business communication and professional language usage

Customer service fundamentals and cultural alignment

Objection handling empathy confidence and customer influence skills

Enable agents to apply communication skills in real customer scenarios to improve experience and outcomes

Sales Coaching & Revenue Enablement

Design and deliver sales-focused training and coaching aligned to Travel Sales processes, including:

Consultative selling and needs discovery

Effective probing and qualification

Solution positioning and value articulation

Cross sell and upsell

Objection handling and closing techniques

Coach agents on sales behaviors not just scripts to drive conversion and revenue

Partner with Operations to embed a sales mindset without compromising customer experience

Training Needs Identification & Analysis TNI TNA

Conduct TNI and TNA using Quality audits NPS CSAT trends Sales performance data conversion revenue attach rates Call analysis

Customize training modules and refreshers based on process gaps behavioral gaps and sales opportunities

Floor Support & Performance Coaching

Lead floor interventions live coaching and skill reinforcement sessions

Perform call chat email analysis to identify communication and sales behavior gaps

Implement agent skill mapping and targeted development plans

Drive frontend skill management initiatives including buddy coaching calibrations and workshops

Sales Target Management

Partner with Quality and Operations to improve Sales effectiveness and compliance Communication quality scores

Use training as a lever to close performance gaps and improve measurable outcomes

Stakeholder & Operations Collaboration

Liaise closely with Operations Quality and Sales leadership to align training priorities with business goals

Ensure training interventions are practical measurable and embedded into day to day operations

Reporting & Management Updates

Prepare and present WBR MBR and site level training dashboards covering

Training effectiveness Sales and communication skill uplift Floor intervention outcomes

Report accurate statistics and insights to leadership for informed decision making

Success Metrics

Uplift in sales conversion revenue and attach rates

On time delivery of training programs and floor interventions

Qualifications

Graduate any discipline

Experience in Communication Skills Training Soft Skills Training and Sales Coaching preferably in Travel BPO Customer Interaction environments

Strong understanding of consultative selling and customer experience

Data driven mindset with the ability to link training to performance outcomes

Must Have

Exposure to Travel Sales processes air hotel ancillaries

Experience Sales enhancement driven training programs

Prior floor coaching or performance enablement experience