Senior Manager - BPO Process Training - Navi Mumbai

Hexaware Technologies; Navi Mumbai; On-site; INR 3,000,000 - 5,200,000; Full time

Job summary

Hexaware Technologies is seeking a Senior Manager - Process Training to lead and coordinate training delivery across voice and non-voice domains in Navi Mumbai. The role involves reviewing materials, designing KRAs, and partnering with call center management to enhance training effectiveness.

The candidate will develop cross-training materials, SOPs and training dashboards, and will participate in RFQs/RFPs with client stakeholders. A span of control around 900 FTEs is expected.

Qualifications

• 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.
• Coordinate training activities with stakeholders across one or multiple LOBs as assigned and multiple locations/geos.
• Experience in designing KRAs for the team.
• Experience in developing cross-training materials and SOPs.

Responsibilities

• Review and coordinate training activities within customer service domain.
• Design KRAs for the team and align with management staff.
• Collaborate with call center management and client stakeholders.
• Develop cross-training materials and SOPs; prepare reports and dashboards.
• Support RFQs/RFPs responses and client discussions.
• Plan and coordinate Training of Trainers (TTT) sessions for new trainers.

Skills

Training management

Stakeholder coordination

Cross-training

KRAs design

Team leadership

Education

Graduate / Post-Graduate

Job description

Designation - Senior Manager - Process Training

Job location - Navi Mumbai

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.

Responsibilities -

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

Preferred candidate profile

• 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.
• Experience in designing KRAs for the team
• Experience in developing cross-training materials and SOPs

Shift timings - General Shifts / Flexible as per business requirements