Job Description

Training Senior Team Lead

Responsibilities

  • Provide an overview of performance of Training Team on biweekly basis
  • Oversee performance of the trainers, performance of new hire on boarding, and reporting to the client’s 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 the client’s trainers on class observation process
  • Ensure adherence of Training Team Key Performance Indicators
  • Attend all train the trainers and training related meetings with the client’s 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 fulfil 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


Qualifications

Recommended qualifications

  • 4 years of experience in a training leadership role in an Operations environment
  • Previous minimum 3 years of experience in a training delivery role, preferably in an international environment
  • Good knowledge of Quality Process Improvement techniques
  • Excellent communication, consulting, influencing and interpersonal skills
  • Proven track record of collaborating with cross functional groups to produce results
  • Passion for ensuring a world class support experience for our community
  • Demonstrated ability to perform well in a rapidly changing environment and across multiple sites teams

 

Accenture is a leading global professional services company, providing a broad range of services and solutions in strategy, consulting, digital, technology and operations. Combining unmatched experience and specialized skills across more than 40 industries and all business functions — underpinned by the world’s largest delivery network — Accenture works at the intersection of business and technology to help clients improve their performance and create sustainable value for their stakeholders. With 505,000 people serving clients in more than 120 countries, Accenture drives innovation to improve the way the world works and lives. Visit us at www.accenture.com.

We are a global collective of diverse talents. Innovators improving the way the world works and lives. We provide an accessible, inclusive, open and welcoming workplace that helps everyone make the most of their professional potential. Discover how we are accelerating equality for all in the workplace.

Please advise if you have any particular requirements, so we can look into arranging reasonable adjustments to the recruitment process. You can contact us at accessIErecruitment@accenture.com.

Due to the nature of the role the user may be frequently exposed to flashing lights or contrasting light and dark patterns.

All employment decisions shall be made without regard to age, race, creed, colour, 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 applicable by law.

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

COVID-19 update:  The safety and well-being of our candidates, our people and their families continues to be a top priority. Until travel restrictions change, interviews will continue to be conducted virtually. 

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