Senior Manager - Process Training

Hexaware Technologies; Chennai District; On-site; INR 1,500,000 - 2,200,000; Full time

Job summary

Hexaware Technologies is seeking an experienced SM Training professional to govern, develop, and deliver high-quality, outcome-driven training deliverables across two sites with 600-650 FTEs. You will plan, design, and execute training content, KRAs, and programs aligned to client needs and QA data.

The role requires 12+ years of experience with international processes, 5-7 years in training, and 2+ years as Training Manager.

Qualifications

• 12+ years of overall experience with international processes.
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• 5-7 years of training experience in international processes.
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• 2+ years in a Training Manager role.
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• Inbound and Outbound Voice domain experience is essential.
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• Retail industry training experience is preferred.
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• Excellent verbal, written and interpersonal communication skills.

Responsibilities

• Manage 2 sites with a span of 600-650 FTEs.
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• Plan batches with NHs and Refresher training for projects.
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• Review training materials and update or create content as needed.
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• Design KRAs and review trainer performance vs production.
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• Conduct initial training for new agents on call handling and policies.
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• Develop refresher training plans based on QA needs.
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• Use QA data to create targeted training sessions.
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• Evaluate client training requirements and set goals for trainers.
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• Develop client-specific training programs and scripts.
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• Create cross-training materials and SOPs; prepare training reports.
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• Prepare training plans and dashboards for management reviews.
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• Lead and develop trainers; adapt to change and priorities.
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• Ensure quality and customer service focus in all training.
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• Collaborate with Project Managers and client teams.

Skills

Time management

Communication

Multitasking

Team leadership

Project management

Instructional design

Education

Bachelor's degree

Tools

MS Word

MS Excel

PowerPoint

Outlook

Job description

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. Individual must be fully equipped to handle peaks, Ramps and Training Operations end to end (preprocess – 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 600-650 FTE’s
• 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 client’s 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.
• 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.
• Must adapt well to change and successfully set and adjust priorities as needed; Must be proficient with Microsoft Office Suite (intermediate Word, basic Excel, intermediate to advanced Power Point, including ability to create Power Point presentations, and basic Outlook)

Criteria:

• Bachelor’s Degree
• Overall 12+ years of experience, including 5-7 years of training experience in international processes and 2+ years in a Training Manager role.
• 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.