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Training Manager

Job Location: Kuala Lumpur

Regional Description: Malaysia

Job Number: 00657719

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- 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.
 
Overall Purpose of the Job

Overall requires proven ability to successfully manage a dynamic Training and Development division with multiple site locations to help the company with internal effectiveness and ability. Provide leadership, mentoring, and developing employees ‘skills; facilitating the growth of the individual performance and their ability to work effectively. 
 
Responsibilities/ Authorities

  • All training programs related to CE work and improvement plans for project.
  • Work with relevant local Geo trainers (Malaysia, Singapore, Indonesia) for country specific policies, guidelines, processes, etc.
  • Liaise with country stakeholders for periodic updates on services, products, etc.
  • Work closely with QA team to incorporate areas/topics of improvement and formulate refreshers program.
  • Conduct and develop soft skills – build empathy, an ability to listen, react with urgency and innate characteristics to reach out for support if needed.
  • Run “train the trainers” program to build and develop sustainable training team across Geos.
  • Identify potential agents who can take on trainers role as part of career progression.
  • Own and manage SOP Knowledge Base including development of documentation, process workflow, SOP, training materials, etc.
  • Able to conduct training for our people with passion, hands on as a team player.
  • Expert knowledge of the process and train other team members, knowledge transfer and documentation of the process.
  • Continuous development and training of staff including attrition control.
  • To maintain good customer relationship.
Job Requirements
 
#
Functional Competency
Comments
Proficiency Level
1
Customer Experience Delivery
***
Skilled (S)
2
Microsoft Excel
***
Skilled (S)
3
Microsoft Powerpoint
***
Skilled (S)
4
Development Training Plan
***
Skilled (S)
 
 
#
Professional Competency
Comments
Proficiency Level
1
Analytical
***
5
2
Proactive
***
5
3
Communication
***
5
4
Leadership
***
5
5
Supervision skills
***
5
6
Multi Tasking
***
5
 
Experience Requirement
  • Ideally, has at least 10 year experience as Training Manager and perform as a training facilitator, designer or other training support function within a Call Center environment;
  • Have proven courseware design and development experience within a Call Center environment for agent transactional skills, managing customer interactions
  • Demonstrate a clear understanding and appreciation of Call Center concepts and practices, including: use of systems (CRM, ACD), call routing, contact channels, types of customer transactions/interactions, workforce management, performance measurements, quality initiatives, coaching and mentoring, staff & team leader development, diverse learning styles;
  • Exhibit leadership and mentoring sensibilities;
  • Interpersonal skills that enable you to work with people at all levels, motivate others and change people's attitudes when necessary;
  • Have superior writing skills related to informational and instructional material, including the ability to present content in a non-paragraph and linear way;
  • Be a high-performing PC user and an expert in Windows Office (esp. PowerPoint, Word, Excel);
  • Have outstanding communication skill with all levels of management and representatives
  • Be available for periodic travel to regional Call Centers.
Qualification Requirement
  • Minimum of a Bachelor's Degree is preferable
 
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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