Senior Manager - BPO Process Training - Navi Mumbai

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 **vrushalid@hexaware.com**