Skill required: Omnichannel - Customer Service

Designation: Customer Contact Comms Senior Analyst

Qualifications:Any Graduation

Years of Experience:5 to 8 years

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.

What would you do
The Process trainer conducts New Hire training / Floor Performance enhancement programs for the Project. In addition, this position establishes and manages relationships for New Hire integration into the Accenture style of working and Project requirements. This position also promotes a team-oriented environment through people development, strong leadership, continuous improvement, and cross-functional support.Primary responsibility is deployment of New Hire Process / Domain training. Secondary responsibility is supervision, coaching, reporting and leadership.The objective of this position is to positively influence and manage New Hire training to effect training throughput and yield the highest capacity given customer/client service targets.

What are we looking for
Education - 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 qualified related experienceDeep understanding of the Domain / Functional area of the Client / process (example - Insurance, Procurement, HR,



Supply Chain, ISP etc..)Excellent Communication Skills - orally and in writingInstructional designPresentation SkillsComputer/ MS Office skillsTrend analysis and reportingPeople Management skillsCritical problem solving and issue resolutionTeam supervisionPeople Development - Feedback Coaching Behaviors key to the success of this position are:Continuous improvement focus - result orientedMotivationTeaming and collaborationAnalytical thinkingAbility to Plan and PrioritizeConfidence Positive outlookCreative and innovative approachAdaptabilityAbility to exercise sound judgment within established guidelinesRelationship PartneringTraining (Batch) Throughput - Includes batch attendance, retention, performanceTraining Effectiveness - Process Training Certification assessment scoresPerformance of the batch during nesting and on the shop floor to meet/exceed SLAs.Adherence to timelines - Batch and ReportsVOC - Involvement in Floor engagement initiativesBatch training feedback scores

Roles and Responsibilities: Roles:TrainerCoachRecruiterAssessorTeam ManagementInstructional designer for training content / New Hire curriculumConduct 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. Monitor, measure and report on employees- training and development plans and achievements within agreed formats and timescales. Develop self and maintain knowledge in relevant field at all times.Deploy TTTs as required by the organization.Interact with training vendors and attend related training conferences and seminars.The Process trainer will interact with the following people on a weekly basis:CD ManagerOperations Team Leads / ManagersHR teamWFM teamFacilities and ServicesClient / Onshore team (As applicable)

Qualification
Any Graduation

📌 Customer Contact Comms Senior Analyst-Voice (Pune)
🏢 Accenture
📍 Pune