Job Description

  • Provide an overview of performance of Training team on a weekly basis and as requested, including presenting updates and filling in appendix from WBR and QBR.

  • Oversee performance of the trainers, performance of new hire on-boarding, and reporting to client’s Training Team and for new hire handover, including their areas of improvement/coaching and maintaining the new hire learning journey.

  • Develop proactive training strategies to improve quality metrics of the agents. Proactively identify and close training gaps on a monthly basis. Demonstrate impact of training through measurement.

  • Perform data-driven root cause analysis of the accuracy of new hire performance during the on boarding process. Assess mid and low quartile knowledge gaps in order to recommend targeted training needs, and provide improvement recommendations for any training material or policy.

  • Oversee the proper hiring, development, certification and qualification of the OS Training team, and Senior Agents (Senior Agent) in liaison with their Business Partner.

  • Ensure adherence of Training Team Key Performance Indicators according to Facebook's regional and global training guidelines.

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Qualifications

  • 8+ years of experience in a training leadership role in an Operations environment, previous min. 3+ years of experience in a training delivery role, preferably in an international environment.
  • Good knowledge of Quality/Process Improvement techniques.
  • High level of energy, drive, enthusiasm, initiative and commitment.
  • Excellent communication, consulting, influencing and interpersonal skills.
  • Proven track record of collaborating with cross-functional groups to produce results.
  • Passion for ensuring a world class support experience for our community.
  • Demonstrated ability to perform well in a rapidly changing environment and across multiple sites/teams.
  • Ability to perform under pressure and pivot at short notice.
  • Level of proficiency in the local language is “Native” and B2 in English, following the Common European Framework (CEF).

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.

COVID-19 update:  The safety and well-being of our candidates, our people and their families continues to be a top priority. Until travel restrictions change, interviews will continue to be conducted virtually. 

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