Senior Manager - BPO Process Training

Hexaware Technologies; Chennai District; On-site; INR 1,500,000 - 2,300,000; Full time

Job summary

Hexaware Technologies in Chennai is seeking an experienced SM Training role to govern, develop, and deliver high-quality training deliverables with an outcome-driven focus. The role requires handling training operations end-to-end, including pre-process, ramp-ups and client-facing activities.

The candidate should have 10-12 years total experience, 4-6 years in a managerial position, and a strong background in inbound/outbound voice training, with retail training exposure preferred.

Qualifications

• Bachelor's degree required.
• International experience: 5-7 years.
• Total experience 10-12 years, with 4-6 years in a managerial role.
• Inbound and outbound voice domain experience.
• Retail industry training experience preferred.
• Excellent verbal, written and interpersonal communication skills.

Responsibilities

• Manage 2 sites with a span of 850-900 FTEs.
• Plan batches w.r.t NHs and Refresher training for the projects assigned.
• Review Existing Training Materials and identify need for updating; create new content as necessary.
• Help design KRAs for the team and review trainer performance vis-a-vis production.
• Conduct and review initial training for new Agents, including phone practices, customer service skills, listening, de-escalation, and call center policies.
• Develop Refresher training plans based on Training needs.
• Use QA data to tailor training to resolve discrepancies; provide coaching.
• Evaluate client training requirements and set training goals/milestones for trainers and process.
• Develop client-specific training programs and scripts from PMs and client materials.
• Develop cross-training materials and SOPs as needed.
• Prepare Training Plans and Training reports; decks for MBRs/WBRs.
• Ability to manage teams and develop trainers for on-the-job requirements.
• Be self-motivated and a self-starter; focus on quality and customer service.
• Solid time management skills; interact with all levels inside/outside company.
• Creative ability, writing proficiency and visual graphics design ability.

Skills

Excellent communication

Interpersonal skills

Time management

Self-motivation

Creative writing

Education

Bachelor's degree

Job description

Role -

The SM Training role is responsible for Governing, developing and delivering high-quality training deliverables that focus on quality of training that is outcome driven. He/She Must be fully equipped to handle peaks, Ramps and Training Operations end to end (pre process Process and JT). Should come with considerable exposure to fast-paced work, team environment, utilizing strong time management, communication, and multitasking skills to effectively engage with people at all levels, both internally and externally. Also a client facing role.

Job Responsibilities -

• Manage 2 sites with a span of 850-900 FTEs
• Plan batches w.r.t NHs and Refresher training for the projects assigned.
• Review Existing Training Materials and Identify need for updating the same. Should be able to create new content as and when necessary
• Help in designing KRAs for the team and periodically review trainer performance vis-a-vis production performance at regular intervals.
• Conduct and periodically review contents of the initial training of new Agents, including good phone practices, general customer service skills, listening skills, de-escalation skills, and call center policies and procedures along with the trainers designated to the projects/process.
• Develop Refresher training plans based on Training needs for existing Agents to help prepare them for call taking and improving current standards of Quality.
• Using trending data from Quality Assurance reports create one-on-one or group training to resolve training discrepancies;
• Evaluate clients training requirements and establish training goals/completion milestones for the trainers and process.
• Develop and implement client-specific training programs and scripts, using input from Project Managers, client training materials and Knowledge System contents.
• Develop cross-training materials and SOPs, as required.
• Preparation of Training Plans, and relevant Training reports and Dashboards; decks for MBRs, WBRs, etc.
• Ability to manage teams as allotted
• Develop trainers for on-the-job requirements.
• Must be self-motivated and self-starter.
• Focus on quality and customer service.
• Solid time management skills.
• Must be able to effectively deal with people at all levels inside and outside of the Company.
• Creative ability, writing proficiency and visual graphics design ability.

Criteria's -

• Bachelors Degree
• Must Have International Experience- at least 5-7 years
• Overall, 10-12 Years of experience including 4-6 Years as Manager
• Inbound and Outbound Voice domain experience is a must.
• Good knowledge /background of the retail industry training experience is preferred.
• Excellent verbal, written and interpersonal communication skills

Shifts - Australian Shifts