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….CS and Insurance background preferred
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
Working timings/days would be basis clients/projects the person would be aligned to…
Week Off
Sat-Sun / Flexible as per business requirements
Transport
NA