Learning Operations Specialist
Designation: Learning Operations Specialist
Qualifications:Any Graduation
Years of Experience:7 to 11 years
Language - Ability:Spanish - Proficient
About Accenture
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What would you do? Improve workforce performance and productivity, boosts business agility, increases revenue and reduces costs Talent Development process The practice of training and learning material between an instructor and learners, either individuals or groups. Instructors can also be referred to as a facilitator, who may be knowledgeable and experienced in the learning material, but can also be used more for their facilitation skills and ability to deliver material to learners. • The Team Lead will be responsible for the management of a team of agents, for single or multiple clients that continuously strives to enhance operating practices and deliver value added opportunities to optimize the effective provision of client service. Delivers customer satisfaction which exceeds expectations and achieves target of contribution and profit margins. • The Team Lead will work as part of the management team striving to meet all SLA’s, targets and objectives through effective staff management • Provide high quality helpdesk services to the Client, ensuring that contractual Accenture SLAs and service obligations are met for the work within scope of the role • Identify opportunities to improve quality of operations • Enhance knowledge of client’s products and services within contact center • Optimum Resource utilization & workforce planning • Direct reports: Level 13 to 11 • Strong leadership and management ability • Determine training needs for the team members • Coach individuals on performance improvement tactics while providing positive feedback to those performing above expectations. • Client Relationship Building • Drive productivity in the respective process • Managing day-to-day operations based on SLAs • Ensures seamless delivery of services and manages all aspects of operational team • People management • Drives issues to resolution and good problem-solving skills • Good interpersonal skills • Good administration skills • Comfortable with responding to requests from all levels of the organization • Team Player •
What are we looking for? • Manage Operations from process & measurement standpoint • Maintain regular communications with team on departmental and individual level performance expectations • Work with client/BAE/Onshore team to define process and procedures • Set and assess representative’s performance expectations and performance, and create individual action plans and provide constructive feedback on performance to individuals on a regular basis • Conduct briefings and team meetings for team status updates, Process updates, policy and procedures change, etc. • Ensure performance and attendance issues and addressed promptly and consistently. • Assist with scheduling and forecasting of staff to maintain optimal service provided • Develop reward and recognition programs for teams • Manage escalated customer enquiries / complaints • Strong analytical and data management skills • Analyze and propose process improvements consistently • Strong focus on people • Share best practices across the process & facilitate process improvements/cost reduction initiatives • Interact and build a rapport with the respective onshore people and other stake holders to effectively manage process changes / metrics • Drive Operational excellence • Excellent spoken & written Spanish skills • Knowledge of personal computers and Windows, Word, Excel, PPT and E-mail software
Roles and Responsibilities: •In this role you are required to do analysis and solving of moderately complex problems • May create new solutions, leveraging and, where needed, adapting existing methods and procedures • The person would require understanding of the strategic direction set by senior management as it relates to team goals • Primary upward interaction is with direct supervisor • May interact with peers and/or management levels at a client and/or within Accenture • Guidance would be provided when determining methods and procedures on new assignments • Decisions made by you will often impact the team in which they reside • Individual would manage small teams and/or work efforts (if in an individual contributor role) at a client or within Accenture • Please note that this role may require you to work in rotational shifts
Gurgaon
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