HEXAWARE

AI-driven global IT services provider

Senior Manager - Process Training, International

Corporate & Technical TrainingConfirmed live in the last 24 hours

Full-timeIndiaNo salary listed

About the Job

Requirements

A bachelor's degree is required.
At least 5–7 years of international experience is required.
Overall experience of 10–12 years is required, including 4–6 years as a manager.
Inbound and outbound voice-domain experience is required.
Excellent verbal, written, and interpersonal communication skills are required.
Proficiency with Microsoft Office Suite is required: intermediate Word, basic Excel, intermediate-to-advanced PowerPoint including presentation creation, and basic Outlook.
Creative ability, writing proficiency, and visual graphics design ability are required.
Strong time-management skills and the ability to multitask, adapt to change, and adjust priorities are required.
The ability to engage effectively with people at all levels, internally and externally, is required.

Responsibilities

Govern, develop, and deliver high-quality, outcome-driven training deliverables; handle peaks, ramps, and training operations end to end across preprocess, process, and job training.
Manage two sites with a span of 850–900 full-time equivalent employees.
Plan new-hire and refresher training batches for assigned projects.
Review existing training materials, identify updates needed, and create new content as necessary.
Help design team key result areas and periodically review trainer performance against production performance.
Conduct and periodically review initial training for new agents, covering phone practices, customer service, listening, de-escalation, and call-center policies and procedures, in coordination with designated trainers.
Develop refresher training plans for existing agents to prepare them for call taking and improve quality standards.
Use trends in Quality Assurance reports to create one-on-one or group training that addresses training discrepancies.
Evaluate client training requirements and establish training goals and completion milestones for trainers and processes.
Develop and implement client-specific training programs and scripts using input from project managers, client training materials, and knowledge-system content.
Develop cross-training materials and standard operating procedures as required.
Prepare training plans, training reports, dashboards, and materials for monthly and weekly business reviews.
Manage teams as assigned and develop trainers for on-the-job requirements.
Maintain focus on quality and customer service.

Desired Qualifications

Retail-industry training experience and knowledge of the retail industry are preferred.

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

About the Company

HEXAWARE

AI-driven global IT services provider

HEXAWARE provides IT consulting, enterprise platform management, and BPO services to large enterprises, helping clients in banking, insurance, and utilities with AI-powered digital transformation. It delivers technology-enabled solutions that automate processes, modernize IT, migrate to cloud, develop and manage applications, manage data, and enhance cybersecurity under customized contracts. The company differentiates itself by integrating AI-driven automation, cloud, data management, security, and BPO across the full IT stack for large-scale transformations. Its goal is to improve operational efficiency, reduce costs, and enable smarter decision-making for its customers.

Company size: 10,001+
Company stage: IPO
Headquarters: Navi Mumbai, India
Founded: 1990

Recently Posted Jobs

Explore more opportunities at HEXAWARE

See more jobs