Senior Manager - Process Training (BPO)

Job description

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 new/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.