Senior Manager - Process Training (Domestic)

Hexaware Technologies Limited; Mumbai; On-site; INR 1,800,000 - 3,000,000; Full time

Job summary

Hexaware Technologies Limited is seeking a Sr Manager, Process Training to lead training activities within the customer service domain, covering both voice and non-voice processes. You will review materials, design KRAs, and collaborate with call center management to boost training effectiveness.

You will develop cross-training materials, SOPs, and craft training reports and dashboards while participating in RFQs/RFPs and coordinating trainer plans across multiple locations and geographies.

Qualifications

• Graduate / Post-Graduate qualification required.
• 10+ years in process training, leading teams.
• 5-6 years of training experience in a managerial role.
• Experience in Inbound and Outbound Voice and Non-Voice domain.
• Ability to coordinate training across one or multiple LOBs and geos.

Responsibilities

• Review existing training materials and modules.
• Design KRAs for the assigned team.
• Coordinate with Call Center management and client stakeholders.
• Develop cross-training materials and SOPs.
• Prepare training reports and dashboards.
• Support RFQs/RFPs responses and discussions.
• Plan TTT sessions for new trainers.

Skills

Training program management

KRA design

Stakeholder coordination

Dashboards & reporting

Cross-training development

SOP development

Communication

Education

Graduate / Post-Graduate

Job description

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

Note

This job posting has been aggregated from external source. Role details, content, and availability are subject to change. Applicants are advised to confirm the latest information directly on the company website before applying.