Job Description

Overall Purpose: Responsible for coaching representatives from the various BPO businesses to ensure that they are equipped with top-level verbal and communication skills & is also responsible for developing, running, and measuring effectiveness of communications program requirements

Responsibilities:

• Work with the operations, training, and quality teams to identify performance gaps related to communication skills
• Analyze performance gaps and provide recommendations to meet target metrics
• 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
• 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 communication assessment tools in line with project’s goals/metrics
• Proactively develop activities or modules to supplement existing programs or initiatives
• Gather data from operations to measure program effectiveness / Monitor progress of employees by tracking performance indicators
• Propose continuous improvements in communication coaching and training processes
• Mentor other employees to provide communication coaching support
• Attend quality calibration calls and provide recommendations
• Provide communication coaching support to other businesses, as needed
• Prepare reports like training effectiveness measures, training completion reports, and data analysis for business reviews

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Qualifications

• Native Australian or has grown up in Australia and has intimate knowledge of Australian cultural norms • Excellent English Communication Skills • Above Average Presentation and Facilitation Skills • Average knowledge of Adult Learning Principles • Above Average Training Content Development skills • Strong interpersonal and customer service skills • Advanced knowledge of BPO Operations, preferably in a voice account • Good working knowledge of productivity tools such as MS Office Applications • Good leadership and motivational skills • Highly organized and detail-oriented • Highly analytical • Strong Problem-Solving and Decision-Making Skills • Strong listening skills, patient, & results-oriented • Self-reliant, independent, can work with minimum supervision • Ability to work under pressure, ensuring that timelines are achieved • Ability to work on a shifting schedule and during holidays as needed

All employment decisions shall be made without regard to age, race, creed, color, 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 protected by federal, state, or local law.

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

Accenture is committed to providing veteran employment opportunities to our service men and women.

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