Designation - Senior Manager - Process Training

Job location - Navi Mumbai

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.

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
- Experience in Inbound and Outbound Voice and Non-Voice domain




- Span of control ~900 FTEs
- Robust 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

Preferred candidate profile -

- 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.
- Experience in designing KRAs for the team
- Experience in developing cross-training materials and SOPs

Shift timings - General Shifts / Flexible as per business requirements Kindly share your updated CV's on [email protected]

📌 Senior Manager - BPO Process Training - Navi Mumbai
🏢 Hexaware Technologies
📍 Navi Mumbai