Hexaware BPS - General Manager - Training

Hexaware BPS is looking for General Manager

Job Location - Nagpur

- Bachelors Degree completion

- 15-18 years of prior training experience in reputed call centers with more than 10 years of team handling skills at the Senior management level is required. Should have handled a team of AMs/Managers/Sr Managers during the stints.

- Inbound and Outbound Voice and Non Voice domain experience in the process training area is a must. Soft skills and Communication training knowledge is an add on preferred.

Role & responsibilities :

- Ability to multi task with various clients/projects/stakeholders in a multi geo environment would be required

- Review Existing Training Materials and Identify need for updating the same. Should be able to ideate and guide on new content/practice as and when necessary

- Help in designing KRAs for the team/s and periodically review manager performance vis a vis overall team performance at regular intervals.

- Evaluate clients training requirements and establish training goals/completion milestones for the projects assigned

- Coordinate training activities looping in Hexaware and client stakeholders at all times.

- Part take in selection processes for Sr Managers/Managers/AMs/DMs and above for the projects assigned/undertaken

- Evaluate and assess training needs for the process and the team assigned. Help in metric management and SLAs for the process/es assigned.

- Work with Call Center management staff to develop and facilitate motivational activities for his/her world span

- Develop cross-training materials and SOPs, as required.

- Preparation of relevant Training reports and Dashboards; decks for MBRs,WBRs etc

- Perform other duties as assigned.

Preferred candidate profile

- Good knowledge /background of the contact center industry training experience is needed. Should have had a background of customer service training expertise(ecommerce preferably) in his/her experience span.

- Excellent verbal, written and interpersonal communication skills.

- Must be self-motivator and self-starter.

- Focused 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.