Philadelphia, Pennsylvania

Responsibilities:

• Responsible for providing training and education to Customer Service Representatives to ensure they are equipped with the necessary skills to resolve customer issues in a timely manner and meet operational metrics

• Responsible for coaching telco associates to ensure that they are equipped with top-level phone communication skills

• Ensure call qualitative and quantitative standards are observed in meeting customer care needs to drive key performance metrics identified by the business

• Responsible in supporting the training team by providing training facilitation support and/or administrative assistance to any assigned training class of Customer Service Representatives

• 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

• Continuously review training material and update obsolete concepts and processes

• Facilitate Continuous Education training as needed to train existing agents on new products, services, methods, and/or capabilities

• Other tasks that may be assigned by the supervisor related to the team's responsibilities and objectives

Requirements: • Graduate of any Bachelor’s degree preferably with BPO experience • At least one year of experience in classroom training delivery in any industry • Good working knowledge of Adult Learning Principles • Excellent English communication, presentation and facilitation skills • Strong interpersonal, customer service, leadership and motivational skills • Good listening, problem solving and decision making Skills • Highly organized, detail-oriented, patient & action-oriented • Ability to work under pressure ensuring that timelines are achieved • Willing work on a shifting schedule and on holidays as needed

Philadelphia, Pennsylvania

Accenture is a global management consulting, technology services and outsourcing company. Combining unparalleled experience, comprehensive capabilities across all industries and business functions, and extensive research on the world’s most successful companies, Accenture collaborates with its clients to help them become high-performance businesses and governments.

Working with Accenture in the United States,  you can join ranks with more than 211,000 people in 120 countries and work with clients in nearly every major industry worldwide, including 96 of the Fortune Global 100, more than three-quarters of the Fortune Global 500 and government agencies around the world. Accenture’s people build careers in different areas of business, specifically Consulting, Technology and Outsourcing, as well as within our internal corporate functions.

With the breadth of talent our people have, they not only build strong careers, they offer their talents and skills to help clients and communities around the world.

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