Customer Service Domestic Voice Manager-BPS

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    "ExternalDescriptionStr": "<div>\n <table>\n  <tbody>\n   <tr>\n    <td>\n     <p style=\" margin-bottom: 0in\"><strong>Role</strong> :</p>\n     <p style=\" margin-bottom: 0in\">&nbsp;</p></td>\n    <td>\n     <p style=\" margin-bottom: 0in\">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.</p></td>\n   </tr>\n   <tr>\n    <td>\n     <p style=\" margin-bottom: 0in\"><strong>Reports into&nbsp;</strong>:</p></td>\n    <td>\n     <p style=\" margin-bottom: 0in\">General Manager</p></td>\n   </tr>\n   <tr>\n    <td>\n     <p style=\" margin-bottom: 0in\"><strong>Job Responsibilities</strong> :</p>\n     <p style=\" margin-bottom: 0in\">(<span><strong>Must have</strong></span>)</p>\n     <p style=\" margin-bottom: 0in\">&nbsp;</p></td>\n    <td>\n     <p style=\" margin: 0in 0in 0in 0.1in\">• Review Existing Training Materials of the project/s</p>\n     <p style=\" margin: 0in 0in 0in 0.1in\">• Help in designing KRAs for the team assigned</p>\n     <p style=\" margin: 0in 0in 0in 0.1in\">• Work with Call Center management staff</p>\n     <p style=\" margin: 0in 0in 0in 0.1in\">• Coordinate training activities with Hexaware and client stakeholders</p>\n     <p style=\" margin: 0in 0in 0in 0.1in\">• Develop and review cross-training materials and SOPs</p>\n     <p style=\" margin: 0in 0in 0in 0.1in\">• Preparation and review of relevant Training reports and Dashboards</p>\n     <p style=\" margin: 0in 0in 0in 0.1in\">• Participate in RFQs/RFPs responses and discussions</p>\n     <p style=\" margin: 0in 0in 0in 0.1in\">• Coordinate plans on TTT sessions for new/potential trainers</p>\n     <p style=\" margin: 0in 0in 0in 0.1in\">• Experience in Inbound and Outbound Voice and Non-Voice domain</p>\n     <ul style=\"padding-left: 21.13px\">\n      <li>\n       <p style=\" margin-bottom: 0in;  margin-right: 0in;  margin-top: 0in\">Span of control – ~900 FTE’s</p></li>\n      <li>\n       <p style=\" margin-bottom: 0in;  margin-right: 0in;  margin-top: 0in\">Strong CS/Telecom/Travel/eCommerce experience from Domestic &amp; International projects is required&nbsp;</p></li>\n     </ul></td>\n   </tr>\n   <tr>\n    <td>\n     <p style=\" margin-bottom: 0in\"><span>&nbsp;</span><strong>Job Responsibilities</strong> :</p>\n     <p style=\" margin-bottom: 0in\"><span><strong>(Desired)</strong></span></p>\n     <p style=\" margin-bottom: 0in\">&nbsp;</p></td>\n    <td>\n     <p style=\" margin: 0in 0in 0in 0.1in\">• Preparation of decks for MBRs, WBRs, QBRs for client reviews</p>\n     <p style=\" margin: 0in 0in 0in 0.1in\">• Develop Managers/DMs/AMs for on-the-job requirements and part of the succession planning exercise</p></td>\n   </tr>\n   <tr>\n    <td>\n     <p style=\" margin-bottom: 0in\"><strong>Criteria</strong> :</p>\n     <p style=\" margin-bottom: 0in\"><span><strong>(Must have)</strong></span></p></td>\n    <td>\n     <p style=\" margin-bottom: 0in\">• Graduate / Post-Graduate</p>\n     <p style=\" margin: 0in 0in 0in 0.1in\">• 5-6 years of training experience in a managerial role</p>\n     <p style=\" margin: 0in 0in 0in 0.1in\">• 10+ years of experience in process training area managing teams</p>\n     <p style=\" margin: 0in 0in 0in 0.1in\">• Experience in Inbound and Outbound Voice and Non-Voice domain</p>\n     <p style=\" margin: 0in 0in 0in 0.1in\">• Ability to coordinate training activities with stakeholders across one or multiple LOBs as assigned and multiple locations+Geos.</p></td>\n   </tr>\n   <tr>\n    <td>\n     <p style=\" margin-bottom: 0in\"><strong>Criteria</strong> :</p>\n     <p style=\" margin-bottom: 0in\"><span><strong>(Desired)</strong></span></p></td>\n    <td>\n     <p style=\" margin: 0in 0in 0in 0.1in\">• Experience in designing KRAs for the team</p>\n     <p style=\" margin: 0in 0in 0in 0.1in\">• Experience in developing cross-training materials and SOPs</p></td>\n   </tr>\n   <tr>\n    <td>\n     <p style=\" margin-bottom: 0in\"><strong>Shifts timings:</strong></p></td>\n    <td>\n     <p style=\" margin-bottom: 0in\">General / Flexible as per business requirements</p></td>\n   </tr>\n   <tr>\n    <td>\n     <p style=\" margin-bottom: 0in\"><strong>Week Off :</strong></p></td>\n    <td>\n     <p style=\" margin-bottom: 0in\">Sat-Sun / Flexible as per business requirements</p></td>\n   </tr>\n   <tr>\n    <td>\n     <p style=\" margin-bottom: 0in\"><strong>Transport :</strong></p></td>\n    <td>\n     <p style=\" margin-bottom: 0in\">NA</p></td>\n   </tr>\n  </tbody>\n </table>\n</div>",
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