Senior Manager - Process Training (BPO)

Hexaware Technologies; Navi Mumbai; On-site; INR 1,500,000 - 2,500,000; Full time

Job summary

Hexaware Technologies is seeking an experienced Training Manager in Navi Mumbai to oversee the design, delivery, and evaluation of training programs across multiple lines of business. You will coordinate with stakeholders, manage a large team, and ensure alignment with client requirements.

The role requires extensive experience in inbound/outbound voice and non-voice domains, with the ability to develop KRAs, SOPs, and training dashboards.

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.
• Ability to coordinate training activities across one or multiple LOBs and multiple locations/geos.

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.
• Preparation of decks for MBRs, WBRs, QBRs for client reviews.

Skills

Team leadership

Training coordination

Stakeholder management

Curriculum design

Education

Graduate / Post-Graduate

Tools

PowerPoint

Excel

Job description

• 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
• 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 -

• 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.