Senior Manager - BPO Process Training - Chennai

Job description

**Role -** The SM Training role is responsible for Governing, developing and delivering high-quality training deliverables that focus on quality of training that is outcome driven. He/She Must be fully equipped to handle peaks, Ramps and Training Operations end to end (pre process Process and JT). Should come with considerable exposure to fast-paced work, team environment, utilizing strong time management, communication, and multitasking skills to effectively engage with people at all levels, both internally and externally. Also a client facing role. **Job Responsibilities -** - Manage 2 sites with a span of 850-900 FTEs - Plan batches w.r.t NHs and Refresher training for the projects assigned. - Review Existing Training Materials and Identify need for updating the same. Should be able to create new content as and when necessary - Help in designing KRAs for the team and periodically review trainer performance vis-a-vis production performance at regular intervals. - Conduct and periodically review contents of the initial training of new Agents, including good phone practices, general customer service skills, listening skills, de-escalation skills, and call center policies and procedures along with the trainers designated to the projects/process. - Develop Refresher training plans based on Training needs for existing Agents to help prepare them for call taking and improving current standards of Quality. - Using trending data from Quality Assurance reports create one-on-one or group training to resolve training discrepancies; - Evaluate clients training requirements and establish training goals/completion milestones for the trainers and process. - Develop and implement client-specific training programs and scripts, using input from Project Managers, client training materials and Knowledge System contents. - Develop cross-training materials and SOPs, as required. - Preparation of Training Plans, and relevant Training reports and Dashboards; decks for MBRs, WBRs, etc. - Ability to manage teams as allotted - Develop trainers for on-the-job requirements. - Must be self-motivated and self-starter. - Focus on quality and customer service. - Solid time management skills. - Must be able to effectively deal with people at all levels inside and outside of the Company. - Creative ability, writing proficiency and visual graphics design ability. **Criteria's -** - Bachelors Degree - Must Have International Experience- at least 5-7 years - Overall, 10-12 Years of experience including 4-6 Years as Manager - Inbound and Outbound Voice domain experience is a must. - Good knowledge /background of the retail industry training experience is preferred. - Excellent verbal, written and interpersonal communication skills **Shifts - Australian Shifts** **Kindly share your CV's on vrushalid@hexaware.com**