[ref. w37954424] DE029091-Training and Development Specialist

ONLY THOSE APPLICANTS WHO ALREADY HAVE THE RIGHT TO LIVE AND WORK IN THIS COUNTRY ARE ELIGIBLE TO APPLY FOR THIS ROLE---

WORK SETUP: Return to Office

• Coordinate with key departments prior to the start of class to ensure that all the necessary training materials and resources are needed to provide the participants with successful training experience.
• 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.
• Continuously review training material and update obsolete concepts and processes Facilitate Continuous Education training as needed to train existing agents on new products, services, methods, and/or capabilities.
• Facilitate Communications coaching and training as needed and work closely with operations to improve the overall English communications skills of agents on the floor.
• Attend Client Train the Trainer sessions, workshops, calibration sessions, and/or meetings to remain knowledgeable of all Client offerings.
• Regularly take production calls and provide floor support to keep abreast of customer issues and agent’s Areas for Opportunity.
• Submit a daily Training Report to communicate the participants’ attendance and to identify underperformers.
• Create reports as needed to track agent progress through training.
• Coordinate with Operations and Workforce Management as needed to schedule training and leverage any idle time for training as available.
• Communicate Training-related issues to management in a timely manner.
• Identify training opportunities and develop programs that will improve operational metrics of existing agents.
• Gather data to support changes and updates for the existing curriculum and communicate those recommendations to Client
• Maintain a high level of proficiency in the client’s services and policies. Demonstrate a high level of professionalism in the classroom and on the Operations floor to coordinate with management, providing scheduled reports and ad hoc information as required by the Client indicated in the Service Level Agreements.
• To collaborate with related departments which foster excellent customer service
• To proactively maintain & enhance positive relationships with Accenture and Client groups regarding customer and business issues at the same time promoting positive interdepartmental relationships

Project/Team Location: Quezon Cyberpark Tower 1