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 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.

Criteria's -

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.

Kindly share your updated CV on vrushalid@hexaware.com

Senior Manager - Process Training (BPO)