Senior Manager - Process Training (Domestic)
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
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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 |