Senior Manager - Process Training (International)

About the role

Senior Manager - Process Training (International) at Hexaware Technologies. Manage 2 sites with a span of 850-900 FTE’s.

What you'll do

• 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

What you need

• 10–12 years in customer support & success
• Customer service
• MS Office
• PowerPoint
• SOP writing
• Communication
• Any graduate