Skill required: Talent Development - Learning Delivery Operations
Designation: Learning Operations Analyst
Qualifications:Any Graduation
Years of Experience:3 to 5 years
About Accenture
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What would you do? Scheduling consists of taking client delivery information such as Course identification, dates, venue / location / capacity / preferred resources (Instructor, room etc.) and obtaining suitable information (such as instructor availability, venue availability) so as to publish a class schedule within a stated calendar period. Processes are defined to give step- by- step instructions on the interfaces, tasks and parameters to apply to the schedule. Class schedules are typically published on client systems (Learning Management Systems) or Accenture equivalent. This role provides scheduling services for Accenture Learning Shared Services, follows all scheduling processes to ensure tasks are completed correctly and resource efficiencies are maintained, works closely with Delivery Services Management, Capability Management and the Scheduling Team Lead to identify and escalate client issues; obtains and confirms instructor and facility availability, and adds and amends schedule information to client / Accenture systems responding to changes (via e-mail / telephone) so as to maintain a current visible class schedule to the client. Role requires supporting the Scheduling Team Lead to meet the end client requirements.
What are we looking for? LMS experience of 1.5 years. Strong knowledge of typical scheduling methodology Professional experience of minimum 3years and above in service environment • Good organizational, prioritisation and multi-tasking skills. • Strong analytical and problem solving skills. • Multi-cultural awareness. • Passion for customer service. • Team player. • Attention to detail. • Focus on high data accuracy. • Quality driven – in communications and all system transactions. • Ability to deal with customer complaints in a professional and friendly manner and escalate where appropriate • Personal organization to ensure work is monitored and completed in priority order and on time. • Data collation / Analysis • DSM / Onshore interaction • Ability to work on own Initiative. • MS Office skills: Ability to understand and make sense of large amounts of data in a complex environment, strong Excel & Word skills, working knowledge of other MS Office Suite (Outlook, PowerPoint & One Note) applications, ability to comprehend and quickly learn client data bases / menu based systems and ability to present data in a comprehensible format • Client Interfacing skills (Email & Phone): Good Email etiquette, strong email drafting & keyboard skills and good phone etiquette / technique • English language proficiency: Strong written & verbal communication skills - grammar, right word choice, sentence structure, precise / relevant content, smooth thought flow and the ability to present more information in a short span of time / space sensibly
Roles and Responsibilities: Primary: • Perform Scheduling of Internal and External courses from demand schedules, based on planned volumes and locations. • Perform daily scheduling tasks in multiple Learning Management Systems (LMS) systems, taking into consideration the different national holidays by country and location. • Use Learning Management Systems (e.g. Client LMS, Accenture Sum Total LMS) to input class details for course schedules. • Complete system screens to accurately enter data to Client Systems / LMS. • Contact vendors, external instructors, facility owners etc. to arrange and confirm class schedules. • Conduct allocation of rooms, visual aids, instructor to courses within defined business rules. • Analyze schedule information to identify requested courses, volume of classes, locations, dates. • Solve basic resource conflicts by selecting viable alternatives. • Escalate potential issues to Delivery Services Management, Capability Management and / or Scheduling Team Lead. • Assign Instructor resources effectively. Decisions should be based on guidance documents showing the required parameters to be used. • Perform regular rework of schedules to ensure that the best-fit resources are assigned. This may include prioritizing the reassignment of internal instructors from classes that get cancelled. • Coordinate management of the incoming mail in the Scheduling mailbox and respond within the timeframes stated in agreement and processes. • Update session information accurately and on time. • Ensure Cancellation policies are being followed. • Perform basic financial calculations to establish whether class enrollment generates required revenue and margin. • Create a general understanding of client needs in order to prioritize scheduling resources. Secondary • Perform regular quality checks, correct deviations and plan mitigation in coordination with Scheduling Team Lead. • Mentor / buddy new hires and track their progress with the assistance of Scheduling Team Lead • Perform basic reporting functions with the aid of data points provided by Scheduling Team Lead • Handle purchase orders and room booking contracts • Assist in maintenance of resource databases and /or scheduling tools, advising when known discrepancies are found. • Assist in Process Improvement initiatives. • Communicate LMS issues or potential enhancements to Delivery Management and Scheduling Team Lead.