28 days old

Intelligent Citizen Care Training Lead

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 worlds 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 469,000 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

People in our Client Delivery & Operations career track drive delivery and capability excellence through the design, development and/or delivery of a solution, service, capability or offering. They grow into delivery-focused roles, and can progress within their current role, laterally or upward.

Operations professionals work on projects across a range of business processes, business applications and information technology. They may provide technology services, such as application management, infrastructure management and systems integration, or they may deliver business process outsourcing services, including finance and accounting, procurement and human resources. Depending on the role, Outsourcing professionals may be based at a clients office or in one of Accentures 50 delivery centers around the world.

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

Key Responsibilities
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 Requirements:
Role is 100% virtual
Must be willing to work a shift between 8AM and 8PM local time
Must be willing to work one weekend day; either Saturday or Sunday and will be off one weekday every week

Basic Qualifications:
Minimum of 3 years training delivery and/or instructional design experience
Minimum of 1 year team management experience
Preferred Qualifications:
Project Management experience (scheduling/resource management)
Business Process Outsourcing experience
Cross industry and functional operations experience
Strong PPT
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
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 and with Accenture.

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.


Posted: 2020-11-02 Expires: 2020-12-02

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