15 days old

Intelligent Citizen Care Call Center Training Lead

Knoxville, TN 37921

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, Interactive, Technology and Operations servicesall powered by the worlds largest network of Advanced Technology and Intelligent Operations centers. Our 537,000 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 (https://www.accenture.com/us-en)

Job Description:

The Intelligent Citizen Care Training Lead will manage day to day operations with supervisory authority over a team of call center trainers. They work with both client and project stakeholders to continuously improve training processes by gathering and taking action on course and learner feedback.

Key Responsibilities:

+ Interface with delivery leadership on a daily basis

+ Manage the delivery of training to new call center agents using a variety of media types

+ Work with subject matter experts on course development and prepare trainers to conduct sessions

+ Monitor the quality and effectiveness of the learning environment and outcomes including courseware curriculum and trainer readiness

+ Coach, mentor, and develop direct reports

+ Motivate and lead associates by example, effectively communicating individual, team and company objectives to optimize knowledge transfer and maintain transparency wherever possible

+ Identify, implement, and oversee process improvements across the team in conjunction with delivery leadership

+ Demonstrate the highest levels of integrity, character, and professionalism in every associate, customer, and client interaction

+ Report directly to Service Delivery Lead

Role Requirement: Must be available for work Saturday or Sunday as well as business hours between 8AM-5PM ET and 7AM-4PM CT time zones. This is a remote role, however you must live within 100 miles of an Accenture Corporate office location. Preferred locations: TX, TN, MD/DC, KS, MI

Basic Qualifications

+ Minimum of 3 years training delivery and or instructional design experience

+ Minimum of 3 years project management experience

+ Minimum of 1 year team management experience

Preferred Qualifications

+ Associates degree

+ Strong Microsoft PowerPoint Skills

+ Demonstrated teamwork and collaboration in a professional setting

+ Provide recommendations for process improvements to drive efficiency and cost savings

Professional Skill Requirements

+ Proven ability to build, manage and foster a team oriented environment

+ Proven ability to work creatively and analytically in a problem solving environment

+ Excellent communication written and oral and interpersonal skills

+ Ability to work independently, prioritize and meet deadlines

What We Believe

We have an unwavering commitment to diversity with the aim that every one of our people has a full sense of belonging within our organization. As a business imperative, every person at Accenture has the responsibility to create and sustain an inclusive environment.

Inclusion and diversity are fundamental to our culture and core values. Our rich diversity makes us more innovative and more creative, which helps us better serve our clients and our communities. Read more here

Equal Employment Opportunity Statement

Accenture is an Equal Opportunity Employer. We believe that no one should be discriminated against because of their differences, such as age, disability, ethnicity, gender, gender identity and expression, religion or sexual orientation. Our rich diversity makes us more innovative, more competitive and more creative, which helps us better serve our clients and our communities.

All employment decisions shall be made without regard to age, race, creed, color, religion, sex, national origin, ancestry, disability status, veteran status, sexual orientation, gender identity or expression, genetic information, marital status, citizenship status or any other basis as protected by federal, state, or local law.

Accenture is committed to providing veteran employment opportunities to our service men and women.

For details, view a copy of the Accenture Equal Opportunity and Affirmative Action Policy Statement

Requesting An Accommodation

Accenture is committed to providing equal employment opportunities for persons with disabilities or religious observances, including reasonable accommodation when needed. If you are hired by Accenture and require accommodation to perform the essential functions of your role, you will be asked to participate in our reasonable accommodation process. Accommodations made to facilitate the recruiting process are not a guarantee of future or continued accommodations once hired.

If you would like to be considered for employment opportunities with Accenture and have accommodation needs for a disability or religious observance, please call us toll free at 1 (877) 889-9009, send us an email or speak with your recruiter.

Other Employment Statements

Applicants for employment in the US must have work authorization that does not now or in the future require sponsorship of a visa for employment authorization in the United States.

Candidates who are currently employed by a client of Accenture or an affiliated Accenture business may not be eligible for consideration.

Job candidates will not be obligated to disclose sealed or expunged records of conviction or arrest as part of the hiring process.

The Company will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. Additionally, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the Company's legal duty to furnish information.

Posted: 2021-04-21 Expires: 2021-05-21

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Intelligent Citizen Care Call Center Training Lead

Knoxville, TN 37921

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