Customer Service Domestic Voice Manager-BPS

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. Reports into : General Manager Job Responsibilities : ( Must have )

• 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 Job Responsibilities : (Desired)
• 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 : (Must have)
• 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. Criteria : (Desired)
• Experience in designing KRAs for the team
• Experience in developing cross-training materials and SOPs Shifts timings: General / Flexible as per business requirements Week Off : Sat-Sun / Flexible as per business requirements Transport : NA