Instructor Senior Analyst (Trainer & Communications Coach)

Accenture in the Philippines is currently looking for talented individuals for our Instructor Senior Analyst (Trainer & Communications Coach)

• Ensures that agreed proficiency levels are met upon agents’ graduation from the training program and provides training related reports necessary to track performance.
• Facilitates all process specific required training that may include cross training, up-skilling and roll out of process and policy updates and tools/systems upgrade or changes.
• Conducts training needs analysis and implements training intervention based on Training Needs Analysis (TNA) results to help improve performance.

• Work with the operations, training, and quality teams to identify performance gaps related to communication skills
• Analyse 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 and test design
• Identify other non-traditional performance improvement initiatives to address knowledge, skills, practices, and over-all training effectiveness gaps
• Deliver Capability Development Programs to employees such as coaching and training to both new hires and existing staff
• Facilitate all required training programs with the ability to translate subject matter expertise to knowledge gain and skills development.
• Deliver required industry, domain, functional and client systems and process training to both new hires and existing staff
• Provide floor support and communication coaching to all employees including leadership and support
• Develop communication assessment tools in line with project’s goals and metrics
• Proactively develop activities or modules to supplement existing programs or initiatives
• Demonstrate strong working knowledge of adult learning theory principles and able apply in a 1:1 or in a group training setting
• Gather data from operations and other support teams to measure program effectiveness
• Monitor progress of employees by tracking performance indicators
• Prepare reports like training effectiveness measures, training completion reports, and data analysis for business reviews
• Provide floor support and communication coaching to all employees including leadership and support
• Develop communication assessment tools in line with project’s goals and metrics
• Proactively develop activities or modules to supplement existing programs or initiatives

Project/Team Location: Muntinlupa Filinvest Axis Tower 1

SKILLS AND QUALIFICATIONS:

• With at least 3 years as a process trainer in a contact center / voice operations setup
• With excellent comms skills as this resource is expected to also do comms coaching at some point (at least equivalent of B2 in LPA)
• At least 1 year Instructional Design or Content Development skills/experience. Okay with candidates with experience in writing DTPs/ SOWs/WIs
• Excellent Training Delivery and Classroom Management Skills
• Knowledge of Adult Learning Principles
• Excellent coaching and mentoring skills specifically during classroom trainings
• Experience in working with online learning management systems and conducting training virtually via virtual training such as but not limited to MS Teams is preferred
• Microsoft Office proficiency including expertise in MS Word, PowerPoint and Excel
• At least 1 year of teaching or communication skills coaching experience is highly preferred
• Training experience in Health insurance / P&C and/ or Life Insurance claims processes is preferred
• Supervisory experience is preferred; resource may handle max of 2 FTEs

Please ensure that all required information is provided within 24 hours to facilitate the processing of your application.

Please indicate Job Boards & JobStreet in “How Did You Hear About Us?” section in your Workday application so that we can easily track your application.

What’s in it for you? Start your Accenture journey to enjoy these benefits:

• HMO coverage (medical, dental, mental health) from day 1 of employment
• Free medicines for you and your dependents*
• Expanded maternity leave up to 120 days*
• Expanded paternity leave up to 30 days*
• Employee Stock Purchase Plan
• Paid Sick and Vacation Leaves
• Allowances, company bonuses, and performance incentives
• Loyalty and Christmas Gift
• Inclusion and Diversity Benefits
• Flexible working arrangements*
• Company-sponsored trainings like upskilling and certification
• Volunteering opportunities
• Terms and conditions apply