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, Interactive, Technology and Operations services-all powered by the world's largest network of Advanced Technology and Intelligent Operations centres. Our 506,000 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 .
Job Descriptions
- Provide an overview of performance of Training team on bi-weekly basis
- Oversee performance of the trainers, performance of new hire on-boarding, and reporting to Training Team
- Develop proactive training strategies to improve quality metrics of the agents
- Perform root cause analysis of the accuracy of new hire performance during the on-boarding process.
- Assess mid and low quartile knowledge gaps in order to recommend targeted training needs, and provide improvement recommendations for any training material or policy
- Oversee certification of the OS Training team, and Senior Agents (Senior Agent) in liaison with their Business Partner
- Conduct monthly class observations of the trainers, each trainer should have 3 quarterly observations
- Discuss/review with trainers on class observation process
- Ensure adherence of Training Team Key Performance Indicators
- Attend all Train the Trainers and training related meetings with training team
- Attend and participate on Global Quality Calibration Session
- Attend Weekly Business Reviews, and Monthly Business Reviews
- Support the planning, scheduling, and coordination of all required training for their sites
- Manage all aspects of the training program including planning, design, development, implementation, delivery and evaluation in liaison with their Business Partner.
- Identify appropriate training curricula for strategic training initiatives, ensuring that training is appropriate to the training audience and designed to fulfill requirements with the optimal delivery methodology
- Ensure complete, accurate and timely data collection and communication by trainers
- Develop and coordinate the execution of the on-boarding plans as well as the targeted training plans
- Monitor new hire knowledge before and after training to help determine follow-up training required
- 4+ years of experience in a training leadership role in an Operations environment, previous min. 3+ years of experience in a training delivery role, preferably in an international environment
