Senior Manager - Process Training - BPO - Navi Mumbai
- Hexaware Technologies
- 12 - 15 years
- Mumbai
- 2 months ago
- Email to a friend
- Report this job
Job Description
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
- 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
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 vr******d@he*****e.com
Job Classification
Industry: BPM / BPOFunctional Area / Department: Teaching & TrainingRole Category: Corporate TrainingRole: Process TrainerEmployement Type: Full timeContact Details:
Company: Hexaware TechnologiesLocation(s): Mumbai
Keyskills: Training Outbound Process Training TTT Inbound
Similar positions
Hexaware Technologies
Hexaware BPS. is the wholly owned subsidiary of Hexaware Technologies Ltd. We are currently staffed at 4000+ people across Navi Mumbai (Mahape) Chennai, Nagpur US, Mexico and Russia. Hexaware BPS leverages on a strong technology legacy from its parent organization. With an amalgamation of passionate...
Job Listings
We are in open beta version of website, please let us know if any issues, at: info(at)indigojobs.in