Senior Manager - Process Training

Hexaware Technologies · IT Services & Consulting

India
On-site
Posted today
Apply by 29 Nov

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About the job

Role :

The Sr Manager, Process Training is responsible for managing and coordinating training activities within the customer service domain, focusing on both voice and non-voice processes. The role involves reviewing existing training materials, designing KRAs, and working with call center management staff to enhance training effectiveness. Additionally, the role requires developing cross-training materials, SOPs, and preparing relevant training reports and dashboards.

Reports into :

General Manager

Job Responsibilities :

( Must have )

Review Existing Training Materials of the project/s

Help in designing KRAs for the team assigned

Work with Call Center management staff

Coordinate training activities with Hexaware and client stakeholders

Develop and review cross-training materials and SOPs

Preparation and review of relevant Training reports and Dashboards

Participate in RFQs/RFPs responses and discussions

Coordinate plans on TTT sessions for new/potential trainers

Experience in Inbound and Outbound Voice and Non-Voice domain

Span of control – ~900 FTE’s

Strong CS/Telecom/Travel/eCommerce experience from Domestic & International projects is required

Job Responsibilities :

(Desired)

Preparation of decks for MBRs, WBRs, QBRs for client reviews

Develop Managers/DMs/AMs for on-the-job requirements and part of the succession planning exercise

Criteria :

(Must have)

Graduate / Post-Graduate

5-6 years of training experience in a managerial role

10+ years of experience in process training area managing teams

Experience in Inbound and Outbound Voice and Non-Voice domain

Ability to coordinate training activities with stakeholders across one or multiple LOBs as assigned and multiple locations+Geos.

Criteria :

(Desired)

Experience in designing KRAs for the team

Experience in developing cross-training materials and SOPs

Shifts timings:

General / Flexible as per business requirements

Week Off :

Sat-Sun / Flexible as per business requirements

Transport :

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