Process Manager

Job Summary

Delivers all required training programs that may include end to end new hire training (Pre-Process, Voice and Client-Specific process training), continuous learning, company background and industry policies. Ensures that agreed proficiency levels are met upon agents’ graduation from the training. Training Lead Analyst is considered as a Process Expert and expected to take lead on transformation and process improvement initiatives. 

Main departmental relationships: Operations Team, Quality Analysts, Recruitment Team, Transitions Team, PMO and other support functions

Client/vendor relationships: Internal and External Stakeholders

Key Responsibilities

Major Responsibilities 

Process Training Support:

• Collaborate with process trainers to align voice and accent training with process-specific content.
• Assist in developing training content and materials to ensure consistency and effectiveness.
• Conduct joint training sessions where relevant to bridge the gap between language skills and process knowledge.

Training Enhancement:

• Continuously update and improve training materials and methodologies.
• Stay informed about industry trends and best practices in voice and accent training.
• Support process trainers in enhancing overall training effectiveness.

Process Expert

• Act as a subject matter expert in the processes, ensuring training content aligns with industry best practices and company standards.
• Collaborate with cross-functional teams to identify training needs and design targeted programs to address them.
• Work closely with internal and external stakeholders to understand business goals and align training strategies with organizational objective.

Stakeholder and Client Relationship Management

• Develop strong internal and external relationships.
• Align internal and external customer expectations with the current capability and capacity of the team; proactively support the discovery of alternative solutions when there is a constraint.

ADHOC

• Provide accurate, timely, and professional reports to senior management for historical analysis, account status, and forecasting purposes.
• Provide best effort and cooperative spirit on special projects outside regular account responsibilities when/if requested.

Participate in business meetings and general inputs in day-to-day improvements.

Skill Requirements

Additional Skills Required

Languages- English (Verbal and Written)    WITH Proficiency Level 90%/C1 and MS Suite Power Point, Excel, Outlook, Word, Teams with Advanced

Education Requirements: Minimum 4 Yr. degree -BS/BA or 3 to 5 years of Voice and Accent Training experience

Preferred 3-5 years of work experience

Other Requirements

Candidate Background: Skills, Knowledge, and Abilities:

Essential/Preferred/Minimum           Skills, Knowledge, Abilities and Experience

Essential- Excellent written and verbal communications skills

Essential- Proven Time Management skills and techniques

Essential- Module and Assessment Development

Essential-Strong analytical/thinking skills

Essential- Ability to assess issues, define causes, and prioritize/execute solutions – problemsolving skills.

Essential-Proven/demonstrated self-initiative, ability to work independently & in team environment, self-motivated and results oriented.

Essential- Strong presentation, listening, organizing, and planning skills; Highly proficient in time management, planning & prioritization.

Essential- Demonstrated ability to work collaboratively & lead in a fast changing and flexible environment

Minimum- Ability to lead and inspire individuals and teams in direct, shared, or virtual roles

Preferred-Ability to work with minimal supervision, highly self-motivated

Preferred-Client and Stakeholder Management

Preferred-Demonstrable ability to operate at prime customer contact level

Preferred-Knowledge of Visio & MS Project

Preferred-Proven experience of cross-functional working

Preferred- Project coordination/management knowledge and experience