Start searching
Back to Jobs
Recently postedOther

Senior Manager - Process Training (International)

HEXAWAREMumbai🇮🇳India

Quick overview

SeniorityMid Senior
Work modeHybrid
LocationMumbai, India
Microsoft ExcelMicrosoft OfficeCall Center

Job description

Role:The SM Training role is responsible for Governing, developing and delivering high-quality training deliverables that focus on quality of training that is outcome driven. He/She Must be fully equipped to handle peaks, Ramps and Training Operations end to end (preprocess – Process and JT). Should come with considerable exposure to fast-paced work, team environment, utilizing strong time management, communication, and multitasking skills to effectively engage with people at all levels, both internally and externally. Also, a client facing role.
Reports into:GM Training

Job Responsibilities:

  • Manage 2 sites with a span of 850-900 FTE’s
  • Plan batches w.r.t NHs and Refresher training for the projects assigned.
  • Review Existing Training Materials and Identify need for updating the same. Should be able to create new content as and when necessary
  • Help in designing KRAs for the team and periodically review trainer performance vis-a-vis production performance at regular intervals.
  • Conduct and periodically review contents of the initial training of new Agents, including good phone practices, general customer service skills, listening skills, de-escalation skills, and call center policies and procedures along with the trainers designated to the projects/process.
  • Develop Refresher training plans based on Training needs for existing Agents to help prepare them for call taking and improving current standards of Quality.
  • Using trending data from Quality Assurance reports create one-on-one or group training to resolve training discrepancies.
  • Evaluate client’s training requirements and establish training goals/completion milestones for the trainers and process.
  • Develop and implement client-specific training programs and scripts, using input from Project Managers, client training materials and Knowledge System contents.
  • Develop cross-training materials and SOPs, as required.
  • Preparation of Training Plans, and relevant Training reports and Dashboards; decks for MBRs, WBRs, etc.
  • Ability to manage teams as allotted
  • Develop trainers for on-the-job requirements.
  • Must be self-motivated and self-starter.
  • Focus on quality and customer service.
  • Solid time management skills.
  • Must be able to effectively deal with people at all levels inside and outside of the Company.
  • Creative ability, writing proficiency and visual graphics design ability.
  • Must adapt well to change and successfully set and adjust priorities as needed; Must be proficient with Microsoft Office Suite (intermediate Word, basic Excel, intermediate to advanced Power Point, including ability to create Power Point presentations, and basic Outlook

Criteria:

  • Bachelor’s Degree
  • Must Have International Experience- at least 5-7 years
  • Overall, 10-12 Years of experience including 4-6 Years as Manager
  • Inbound and Outbound Voice domain experience is a must.
  • Good knowledge /background of the retail industry training experience is preferred.
  • Excellent verbal, written and interpersonal communication skills.
Shifts timings:Australian Shifts
Week Off:2 Rotational off

Similar jobs

ApplyOr apply on HEXAWARE's site