Business Advisory Senior Analyst - Voice

Skill required: Next Generation Customer Operations - Customer Service Technology

Designation: Business Advisory Senior Analyst

Qualifications:Any Graduation

Years of Experience:5 to 8 years

About Accenture

Accenture is a global professional services company with leading capabilities in digital, cloud and security.Combining unmatched experience and specialized skills across more than 40 industries, we offer Strategy and Consulting, Technology and Operations services, and Accenture Song— all powered by the world’s largest network of Advanced Technology and Intelligent Operations centers. Our 784,000 people deliver on the promise of technology and human ingenuity every day, serving clients in more than 120 countries. We embrace the power of change to create value and shared success for our clients, people, shareholders, partners and communities.Visit us at www.accenture.com

What would you do?

• The objective of this position is to positively influence and manage New Hire training to effect training throughput and yield the highest capacity given customerclient service targets. Trainer
• Coach
• Recruiter
• Assessor
• Team Management
• Instructional designer for training content a transformation from a necessary function for resolving customer problems into a value generating service that is a strategic differentiator in the market
• Platform and software contact centers use to provide customer support.
• The quality and capabilities of the technology have a significant impact on both customer and agent experience, as well as contact center performance.
• Excellent Communication Skills - orally and in writing
• Instructional design
• Presentation Skills
• ComputerMS Office skills
• Trend analysis and reporting
• People Management skills
• • What are we looking for?
• Primary skill - Customer Service Technology - P1
• Graduation from an accredited college or university; or a level of education that, together with experience and training, enables the applicant to demonstrate the required knowledge and experience.
• four or more years of professional related experience.
• Roles and Responsibilities:
• Conduct training for new hires and recurrent training for employees in the areas of customer orientation, new products or processes, systems or tools used, etc.
• Assess relevant training needs for individuals and organization, in consultation with departmental heads, including assessment methods and measurement systems available.
• Stay informed as to relevant skill and qualifications levels required by employees for effective performance (Client and Internal requirements) and circulate requirements and relevant information to the organization Leadership as appropriate.
• Work with CD Manager to produce plans to meet training and development needs, and manage training delivery, measurement and follow-up as necessary.
• Design training courses and programs necessary to meet training needs.
• Organize training venues, logistics, transport as required to achieve efficient training attendance and delivery.
• Plan and deliver training courses personally where necessary to augment that provided externally or internally by others.
• Arrange for the maintenance of all necessary equipment and materials relating to the effective delivery and measurement of training.
• Recruit employees (as applicable).
• Ensure all training activities and materials meet with relevant organizational and statutory policies.
• Drive customer experience metrics like CSAT , first call resolution and upsell cross sell techniques.
• Develop self, and maintain knowledge in relevant field at all times.
• Deploy TTTs as required by the organization.