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Call Center Trainer (based in Semarang)

Job Location: Jakarta

Regional Description: Indonesia

Job Number: 00698418


- Job description

Join Accenture and help transform leading organizations and communities around the world. The sheer scale of our capabilities and client engagements and the way we collaborate, operate and deliver value provides an unparalleled opportunity to grow and advance. Choose Accenture, and make delivering innovative work part of your extraordinary career.

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.
Role Summary
The Trainer is primarily responsible for design, delivery, and evaluation of Capability Development programs deployed across Operations. This may include pre-process and process training, communication, domain, and functional skills development. She/he will also focus on coaching representatives from various businesses to ensure that they are equipped with top-level phone and written communication skills. Their task includes ensuring call/email qualitative and quantitative standards are observed in meeting customer care needs.
Key Responsibilities
  •  Training Needs Analysis
    • Work with the operations, training, and quality teams to identify performance gaps
    • Analyze performance gaps and provide recommendations to meet target metric
  • Training Design and Development
    • Responsible for content research, training outline creation, development of training evaluation measures, training materials development , knowledge assessment/ test design
    • Identify other non-traditional performance improvement initiatives
    • Create and update training material
  • Training Delivery and Communication Coaching
    • Deliver capability development programs to employees such as coaching and training
    • Provide floor support and communication coaching to all employees including support team members
    • Develop performance assessment tools in line with project’s goals/metrics
    • Proactively develop activities or modules to supplement existing programs or initiative
  • Training Evaluation
    • Gather data from operations to measure program effectiveness / Monitor progress of employees by tracking performance indicators
    • Prepare reports like training effectiveness measures, training completion reports, and data analysis for business reviews
 Other Responsibilities
  • Propose continuous improvements in performance coaching and training processes
  • Mentor other employees to provide coaching support
  • Attend quality calibration calls and provide recommendations
  • Provide communication coaching support to other businesses, as needed

Skills and Experience

  • Minimum 2 years’ experience as a trainer in a customer service contact center environment
  • Excellent Communication Skills
  • Above Average Presentation and Facilitation Skills
  • Intermediate Training Content Development skills
  • Strong interpersonal and customer service skills
  • Advanced knowledge of BPO Operations
  • Good working knowledge of productivity tools such as MS Office Applications
  • Good leadership and motivational skills
  • Highly organized and detail-oriented
  • Highly analytical skills
  • Strong Problem-Solving and Decision-Making Skills
  • Strong listening skills, patient, & results-oriented
  • Ability to work under pressure ensuring that timelines are achieved
You will also have opportunities to hone your functional skills and expertise in an area of specialization. We offer a variety of formal and informal training programs at every level to help you acquire and build specialized skills faster. Learning takes place both on the job and through formal training conducted online, in the classroom, or in collaboration with teammates. The sheer variety of work we do, and the experience it offers, provide an unbeatable platform from which to build a career.

Accenture is an equal opportunities employer and welcomes applications from all sections of society and does not discriminate on grounds of race, religion or belief, ethnic or national origin, disability, age, citizenship, marital, domestic or civil partnership status, sexual orientation, gender identity, or any other basis as protected by applicable law.

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