Skill required: Omnichannel - Customer Service
Designation: Customer Contact Comms Senior Analyst
Qualifications:Any Graduation
Years of Experience:5 to 8 years
About Accenture
Accenture is a global professional services company with leading capabilities in digital, cloud and security.Combining unmatched experience and specialized skills across more than 40 industries, we offer Strategy and Consulting, Technology and Operations services, and Accenture Song— all powered by the world’s largest network of Advanced Technology and Intelligent Operations centers. Our 784,000 people deliver on the promise of technology and human ingenuity every day, serving clients in more than 120 countries. We embrace the power of change to create value and shared success for our clients, people, shareholders, partners and communities.Visit us at www.accenture.com
What would you do? The Process trainer conducts New Hire training / Floor Performance enhancement programs for the Project. In addition, this position establishes and manages relationships for New Hire integration into the Accenture style of working and Project requirements. This position also promotes a team-oriented environment through people development, strong leadership, continuous improvement, and cross-functional support. Primary responsibility is deployment of New Hire Process / Domain training. Secondary responsibility is supervision, coaching, reporting and leadership. The objective of this position is to positively influence and manage New Hire training to effect training throughput and yield the highest capacity given customer/client service targets.
What are we looking for? Education – Graduation from an accredited college or university; or a level of education that, together with experience and training, enables the applicant to demonstrate the required knowledge and experience. Four or more years of professional related experience Deep understanding of the Domain / Functional area of the Client / process (example – Insurance, Procurement, HR, Supply Chain, ISP etc..) Excellent Communication Skills - orally and in writing Instructional design Presentation Skills Computer/ MS Office skills Trend analysis and reporting People Management skills Critical problem solving and issue resolution Team supervision People Development – Feedback & Coaching Behaviors key to the success of this position are: Continuous improvement focus – result oriented Motivation Teaming and collaboration Analytical thinking Ability to Plan and Prioritize Confidence Positive outlook Creative and innovative approach Adaptability Ability to exercise sound judgment within established guidelines Relationship Partnering Training (Batch) Throughput - Includes batch attendance, retention, performance Training Effectiveness – Process Training Certification assessment scores Performance of the batch during nesting and on the shop floor to meet/exceed SLAs. Adherence to timelines – Batch and Reports VOC – Involvement in Floor engagement initiatives Batch training feedback scores
Roles and Responsibilities: Roles: Trainer Coach Recruiter Assessor Team Management Instructional designer for training content / New Hire curriculum Conduct training for new hires and recurrent training for employees in the areas of customer orientation, new products or processes, systems or tools used, etc. Assess relevant training needs for individuals and organization, in consultation with departmental heads, including assessment methods and measurement systems available. Stay informed as to relevant skill and qualifications levels required by employees for effective performance (Client and Internal requirements), and circulate requirements and relevant information to the organization / Leadership as appropriate. Work with CD Manager to produce plans to meet training and development needs, and manage training delivery, measurement and follow-up as necessary. Design training courses and programs necessary to meet training needs. Organize training venues, logistics, transport as required to achieve efficient training attendance and delivery. Plan and deliver training courses personally where necessary to augment that provided externally or internally by others. Arrange for the maintenance of all necessary equipment and materials relating to the effective delivery and measurement of training. Recruit employees (as applicable). Ensure all training activities and materials meet with relevant organizational and statutory policies. Monitor, measure and report on employees’ training and development plans and achievements within agreed formats and timescales. Develop self and maintain knowledge in relevant field at all times. Deploy TTTs as required by the organization. Interact with training vendors and attend related training conferences and seminars. The Process trainer will interact with the following people on a weekly basis: CD Manager Operations Team Leads / Managers HR team WFM team Facilities and Services Client / Onshore team (As applicable)
Any Graduation
