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Instructor Senior Analyst

Quezon City Job No. r00154874 Full-time - On-Site

Job Description

Job Description

  • Conduct well planned New Hire training to agents according to specifications dictated by the Client to ensure agents are accurately prepared to provide superior customer service.  

  • Motivate the participants to succeed and provide them with all the necessary tools and knowledge in order to be successful in every customer interaction.  

  • Work with the class during nesting to help them successfully meet operational targets and transition to becoming full-time production agents.  

  • Continuously work on improving facilitation skills and training methodology based on feedback and results from previous training classes.  

  • Facilitate Continuous Education training as needed to train existing agents on new products, services, methods, and/or capabilities.  

  • Regularly take production calls and provide floor support to keep abreast with customer issues and agent’s Areas for Opportunity.  

  • Submit a daily Training Report to communicate the participants’ attendance and to identify underperformers.  

  • Maintain a high level of proficiency with regards to the client’s services and policies.  

  • Demonstrate a high level of professionalism in the classroom and on the Operations floor  

  • To proactively maintain & enhance positive relationships with Accenture and Client groups regarding customer and business issues at the same time promoting positive interdepartmental relationships 


Job Qualifications

  • Bachelor's Degree

  • At least 3 years of BPO training experience

  • Demonstrates above average English Communication Skills  

  • Good Presentation Skills 

  • Good Facilitation Skills 

  • Strong interpersonal and customer service skills 

  • Good working knowledge of the Contact center and customer service operations 

  • Knowledge of basic MS Office Applications   

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