Customer Contact Comms Senior Analyst-Voice

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

About Accenture

Accenture is a leading global professional services company that helps the world’s leading businesses, governments and other organizations build their digital core, optimize their operations, accelerate revenue growth and enhance citizen services—creating tangible value at speed and scale. We are a talent- and innovation-led company with approximately 791,000 people serving clients in more than 120 countries. Technology is at the core of change today, and we are one of the world’s leaders in helping drive that change, with strong ecosystem relationships. We combine our strength in technology and leadership in cloud, data and AI with unmatched industry experience, functional expertise and global delivery capability. Our broad range of services, solutions and assets across Strategy & Consulting, Technology, Operations, Industry X and Song, together with our culture of shared success and commitment to creating 360° value, enable us to help our clients reinvent and build trusted, lasting relationships. We measure our success by the 360° value we create for our clients, each other, our shareholders, partners and communities.
Visit us at www.accenture.com

Equal Employment Opportunity Statement

We believe that no one should be discriminated against because of their differences. All employment decisions shall be made without regard to age, race, creed, color, religion, sex, national origin, ancestry, disability status, military veteran status, sexual orientation, gender identity or expression, genetic information, marital status, citizenship status or any other basis as protected by applicable law. Our rich diversity makes us more innovative, more competitive, and more creative, which helps us better serve our clients and our communities.