Training and Development Manager BPS Sector

About Hexaware Technologies:



Hexaware Technologies is a global IT, BPO, and consulting services company delivering innovation-led solutions to clients worldwide. With a strong focus on automation, customer experience, and business transformation, Hexaware combines technology and human expertise to create value for some of the world's leading organizations. Our Call Center division is a fast-paced, customer-centric environment that supports clients across various industries through high-quality service, efficiency, and continuous improvement.





Position Summary:

We are seeking a highly driven and strategic Training &Development Manager to lead our learning and development efforts within the Call Center division. This role is essential for shaping training strategies that align with organizational goals, improving agent performance, and building future leadership capabilities.





Key Responsibilities:


- Develop, lead, and continuously improve training strategies and programs across the employee lifecycle: onboarding, upskilling, leadership development, and compliance.

- Oversee a team of trainers and instructional designers, ensuring alignment with business goals and operational needs.

- Design and implement training needs assessments to identify gaps and opportunities in performance.

- Manage the execution of Nesting programs to ensure a smooth transition from training to production.

- Collaborate with Quality Assurance, Operations, and Workforce teams to ensure training is data-driven and targeted.

- Create and maintain training dashboards, KPIs, and ROI metrics to measure effectiveness and impact.

- Drive the adoption of digital learning platforms and blended learning approaches.

- Foster a culture of continuous learning, growth, and performance improvement.

- Ensure all training programs meet regulatory and client-specific compliance standards.





Qualifications:

2+ years of experience in Learning &Development or Training Management, with at least 2 years in a call center or BPO environment.

Strong leadership experience managing training teams and projects across multiple locations or shifts.

Expertise in adult learning principles, instructional design, and performance management.

Proficient in Learning Management Systems (LMS) and e-learning tools.

Excellent communication, facilitation, and stakeholder management skills.

Fluent in English;bilingual (e.g., English/Spanish) is a strong advantage.





What We Offer:



Competitive salary and benefits

A supportive, innovative, and fast-paced work environment

Opportunities for career advancement and internal mobility

Access to global resources and professional development programs