Training and Performance Support Lead

Job Description

As a Training and Performance Support Lead, you will provide support and performance feedback to training knowledge management, and quality assurance direct reports. Additionally, you will hire, train, and manage performance of staff as needed . Within this role, you'll also promote a team-oriented environment through people development, strong leadership, continuous improvement, and cross functional support.

Day-to-day responsibilities may include, but are not limited to:

• Prepare and deliver classroom training, including conducting assessments, evaluating trainees, and managing agent performance
• Lead or support training on new content or initiatives
• Lead or support the quality assurance program
• Lead mobilization and project work activities as it relates to training, knowledge content, or the implementation of new processes, and prepare training and communication material to support all changes
• Partner and collaborate with stakeholders to determine impact on processes and procedures, to promote positive relationships, and resolve technical issues
• Provide training, quality, and knowledge management reporting to stakeholders per service level agreements
• Analyze trends and make process improvement recommendations based on results
• Support staff with procedural and policy related questions
• Meet and maintain all performance objectives
• Maintain subject matter expertise through agent job experience and or calibration sessions
• Understand the impacts of financial decisions and promote ways to add value and reduce costs within the team
• Fulfill other training, quality, and knowledge management assignments as needed
• Some travel may be required

In the context of this role, individuals may be exposed to potentially disturbing content, and will need a level of resilience and maturity. We care for our employees' safety and well-being and ensure that they have the support and resources needed to execute the responsibilities of their roles.

Location

This is not a virtual/remote role. Work will be based in office, in San Jose, CA, and requires a distinct level of professionalism. Relocation assistance is not provided.

Hours & Shifts

The role requires ability to work 5 out of 7 days a week, including weekends and holidays. Given the nature of our business being 24/7, 365 days a year, candidates will need to bring a degree of flexibility, and upon reasonable notice, remain open to working shifts/rotating shifts.

Training

Individuals are provided paid training.

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Qualifications

Basic Qualifications

• High School Diploma or GED
• Minimum 2 year of experience in a professional or military setting
• Minimum 6 months classroom training and/or supervisory experience

Preferred Skills

• Bachelor's Degree
• Proficiency in Microsoft Office for productivity, including Word, Excel, and Power Point
• Experience with confidential information collection and management
• Experience adult learning methodology, interactive training and learning design, eLearning design principles, and designing for multi-generational audiences
• Demonstrated knowledge and experience with effective learning methodologies, tools, and learning management systems
• Experience coordinating events and preparing learning guides and other related materials
• Knowledge of multi-cultural communications and cultural context in supporting other countries

Professional Skills

• Excellent communication (verbal and written), facilitation, and interpersonal skills
• Passion for ensuring a world class user support experience
• Quicker learner and adaptable to learn new processes, concepts, and skills
• Excellent organizational and time management skills
• Strong attention to detail, results-oriented, self-directed, and inquisitive
• Ability to work collaboratively and independently while managing multiple projects, assignments and/or responsibilities

As required by theColorado Equal Pay Transparency Act, Accenture provides a reasonable range of minimum compensation for roles that may be hired in Colorado. Actual compensation is influenced by a wide array of factors including but not limited to skill set, level of experience, and specific office location. For the state of Colorado only , the range of starting pay for this role is $39,300 - $71,499 and information on benefits is here

What We Believe

We have an unwavering commitment to diversity with the aim that every one of our people has a full sense of belonging within our organization. As a business imperative, every person at Accenture has the responsibility to create and sustain an inclusive environment.

Inclusion and diversity are fundamental to our culture and core values. Our rich diversity makes us more innovative and more creative, which helps us better serve our clients and our communities. Read more here

Equal Employment Opportunity Statement

Accenture is an Equal Opportunity Employer. We believe that no one should be discriminated against because of their differences, such as age, disability, ethnicity, gender, gender identity and expression, religion or sexual orientation.

All employment decisions shall be made without regard to age, race, creed, color, religion, sex, national origin, ancestry, disability status, veteran status, sexual orientation, gender identity or expression, genetic information, marital status, citizenship status or any other basis as protected by federal, state, or local law.

Accenture is committed to providing veteran employment opportunities to our service men and women.

For details, view a copy of the Accenture Equal Opportunity and Affirmative Action Policy Statement .

Requesting An Accommodation

Accenture is committed to providing equal employment opportunities for persons with disabilities or religious observances, including reasonable accommodation when needed. If you are hired by Accenture and require accommodation to perform the essential functions of your role, you will be asked to participate in our reasonable accommodation process. Accommodations made to facilitate the recruiting process are not a guarantee of future or continued accommodations once hired.

If you would like to be considered for employment opportunities with Accenture and have accommodation needs for a disability or religious observance, please call us toll free at 1 (877) 889-9009, send us an email or speak with your recruiter.

Other Employment Statements

Applicants for employment in the US must have work authorization that does not now or in the future require sponsorship of a visa for employment authorization in the United States.

Candidates who are currently employed by a client of Accenture or an affiliated Accenture business may not be eligible for consideration.

Job candidates will not be obligated to disclose sealed or expunged records of conviction or arrest as part of the hiring process.

The Company will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. Additionally, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the Company's legal duty to furnish information.