Process Manager
Confirmed on the employer's own hiring board on Oct 5, 2026. First seen by Alion on Oct 2, 2026.
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