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 recent/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.

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