Customer Service - Trainer - CL11

General info:

Office: full-time onsite, Dublin 04

If you are required to work a night shift as part of this role, you are obliged to complete a night worker health assessment. Please note that it is a requirement of your continued employment, that you are fit to work night shifts.

** A valid Full-time work permit is mandatory for us to proceed with your application.

What are we looking for: 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 or teams.

What you’ll do:

• Roles and Responsibilities:
• Provide an overview of performance of Training team on biweekly basis
• Oversee performance of the trainers, performance of new hire onboarding, and reporting to client Training Team
• Develop proactive training strategies to improve quality metrics of the agents
• Perform root cause analysis of the accuracy of new hire performance during the onboarding 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 certification of the OS Training team, and Senior Agents (Senior Agent) in liaison with their Business Partner
• Conduct monthly class observations of the trainers, each trainer should have 3 quarterly observations
• Discuss and review with trainers on class observation process
• Ensure adherence of Training Team Key Performance Indicators
• Attend all Train the Trainers and training related meetings with the training team
• Attend and participate on Global Quality Calibration Session
• Attend Weekly Business Reviews, and Monthly Business Reviews
• Support the planning, scheduling, and coordination of all required training for their sites
• Manage all aspects of the training program including planning, design, development, implementation, delivery and evaluation in liaison with their Business Partner.
• Identify appropriate training curricula for strategic training initiatives, ensuring that training is appropriate to the training audience and designed to fulfill requirements with the optimal delivery methodology.
• Work with Training Lead to produce plans to meet training and development needs, and manage training delivery, measurement and follow-up as necessary.

WHY ACCENTURE

Accenture is a leading global professional services company, providing a broad range of services and solutions in strategy, consulting, digital, technology and operations. Combining unmatched experience and specialized skills across more than 40 industries and all business functions – underpinned by the world’s largest delivery network – Accenture works at the intersection of business and technology to help clients improve their performance and create sustainable value for their stakeholders.

With approximately 459,000 people serving clients in more than 120 countries, Accenture drives innovation to improve the way the world works and lives. Visit us at www.accenture.com

INCLUSION AND DIVERSITY

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Please advise if you have any particular requirements, so we can look into arranging reasonable adjustments to the recruitment process. You can contact us at accessIErecruitment@accenture.com