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

- Solid 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

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.

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