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….CS and Insurance background preferred
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:
Working timings/days would be basis clients/projects the person would be aligned to…
Week Off :
Sat-Sun / Flexible as per business requirements
Transport :
NA
Skills Required
- Graduate or postgraduate degree
- 5-6 years of training experience in a managerial role
- 10+ years of experience in process training while managing teams
- Experience in inbound and outbound voice and non-voice processes
- Ability to coordinate training activities with stakeholders across one or multiple lines of business and multiple locations or geographies
- Strong customer service, telecommunications, travel, or e-commerce experience across domestic and international projects
- Customer service and insurance background
- Experience designing KRAs for a team
- Experience developing cross-training materials and SOPs
Hexaware Technologies Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about Hexaware Technologies and has not been reviewed or approved by Hexaware Technologies.
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Healthcare Strength — Feedback suggests health insurance is a standout element, often described as strong and comparable or better than many employers. Medical coverage and related protections are repeatedly highlighted as reliable pillars of the package.
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Parental & Family Support — Parental leave options, including extended paid leave in some locations, are offered and seen as valuable for family needs. Feedback suggests these policies complement core medical coverage for a more complete family safety net.
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Wellbeing & Lifestyle Benefits — Wellbeing resources such as an Employee Assistance Program, wellness initiatives, on-site gyms, and engagement activities provide lifestyle support. These offerings are reinforced by flexible work options and shift-related extras where applicable.
Hexaware Technologies Insights
What We Do
At Hexaware, we're not just a global technology and business process services company; we're a community of 27,000 Hexawarians dedicated to one singular purpose: creating smiles through the power of great people and technology. With a presence in 40+ offices across 19 countries, we empower enterprises worldwide to embark on their digital transformation journey with unparalleled scale and speed. As an employer, we're more than just a workplace. We put our people first, foster diversity and inclusivity, and prioritize their growth through robust learning and development programs. Our culture is a canvas for innovation as we work toward our shared vision of becoming the world’s most loved digital transformation partner. Exciting, isn’t it? Visit www.hexaware.com to join us in embracing the magic of technology, as we passionately advocate for its potential to transform lives today and shape a brighter future. Together, we'll make the digital world a better place.
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