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
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:
General / Flexible as per business requirements
Week Off :
Sat-Sun / Flexible as per business requirements
Transport :
NA
At Hexaware, we're not just a global technology and business process services company; we're a community of 31,600+ Hexawarians dedicated to one singular purpose: creating smiles through the power of great people and technology. With a presence in 58 offices across 28 countries, we empower enterprises worldwide to embark on their digital transformation journey with unparalleled scale and speed.
As an employer, we're more than just a workplace. We put our people first, foster diversity and inclusivity, and prioritize their growth through robust learning and development programs. Our culture is a canvas for innovation as we work toward our shared vision of becoming the world’s most loved digital transformation partner.
Exciting, isn’t it? Visit www.hexaware.com to join us in embracing the magic of technology, as we passionately advocate for its potential to transform lives today and shape a brighter future. Together, we'll make the digital world a better place.
