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 centers. Our 537,000 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 .
People in our Client Delivery & Operations career track drive delivery and capability excellence through the design, development and/or delivery of a solution, service, capability or offering. They grow into delivery-focused roles, and can progress within their current role, laterally or upward.
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The Training Instructor Senior Analyst will deliver classroom virtual and on the job training including but not limited to new hire, operational, procedural, product, process and behavior reinforcement. This role will facilitate programs and implement ongoing initiatives that improve the transfer of customer service skills from the virtual classroom to the job. This role will assess production, staff performance, and development and assist in the administration and tracking of skill assessment and measurements and partner with client resources on improvement projects across all lines of business.
Key Responsibilities :
- Spend 30 40 hours a week facilitating stand up training, to include Train the Trainer sessions for internal and remote contact center trainers
- Develop and improve training program, curriculum and context for existing and new products and programs in addition to updating and maintaining the training manual, materials, and knowledge base.
- Collaborate and partner across the organization to ensure contact center environment is prepared to support new programs and products from both a logistics and training standpoint
- Work with Operations to research, analyze, review and create recommendations for training and development materials
- Conduct quarterly assessment of contact center training delivery and programs
- Work effectively in a team environment by supporting change and adding value to shape the customer service organization.
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Qualifications
Basic Qualifications :
- Minimum of 1 year of experience working in a call center environment or a Bachelor's Degree
- Minimum of 2 years of experience in a training role with responsibilities for developing content and delivering training sessions to teams
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.
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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.
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