DE030337 - Instructor Analyst

Accenture in the Philippines


Date: 3 weeks ago
City: Cebu City
Contract type: Full time

  • ONLY THOSE APPLICANTS WHO ALREADY HAVE THE RIGHT TO LIVE AND WORK IN THIS COUNTRY ARE ELIGIBLE TO APPLY FOR THIS ROLE--- POSITION TITLE: Instructor Analyst WORK SETUP: RTO Responsibilities:
  • Conduct well planned New Hire training to agents according to specifications dictated by the Client to ensure agents are accurately prepared to provide superior customer service.
  • Motivate the participants to succeed and provide them with all the necessary tools and knowledge in order to be successful in every customer interaction.
  • Work with the class during nesting to help them successfully meet operational targets and transition to becoming full-time production agents.
  • Continuously work on improving facilitation skills and training methodology based on feedback and results from previous training classes.
  • Facilitate Continuous Education training as needed to train existing agents on new products, services, methods, and/or capabilities.
  • Regularly take production calls and provide floor support to keep abreast with customer issues and agent’s Areas for Opportunity.
  • Submit a daily Training Report to communicate the participants’ attendance and to identify underperformers.
  • Maintain a high level of proficiency and compliance with regards to the client’s services and policies.
  • Demonstrate a high level of professionalism in the classroom and on the Operations floor.
  • To proactively maintain & enhance positive relationships with Accenture and Client groups regarding customer and business issues at the same time promoting positive interdepartmental relationships. OTHERS Project Shift Schedule: Rotation Shift Project Rest Day: Rotation Project/Team Location: Cebu Filinvest Cyberzone Tower 2


    • SKILL AND QUALIFICATIONS


  • Open to undergrads; any course
  • At least 2 years relevant experience in training
  • Strong leadership and motivational skills
  • Highly organized and detail-oriented
  • Good listening skills, patient & action oriented
  • Ability to work under pressure ensuring that timelines are achieved
  • Willingness to work on a shifting schedule and during holidays as needed
  • Demonstrates above average English Communication Skills
  • Good Presentation Skills
  • Good Facilitation Skills
  • Strong interpersonal and customer service skills
  • Good working knowledge of the Contact center and customer service operations
  • Knowledge of basic MS Office Applications


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