About this role
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 :
NA