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