DE031664-Instructor Specialist

---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 Specialist WORK SETUP: Return to Office OVERALL PURPOSE: The Senior Trainer is primarily responsible for providing end-to-end 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. RESPONSIBILITIES: . Team management . Team coaching & mentoring . Scheduling and logistics . Performance reporting . Issue resolution . Training needs analysis & deep dive . Training coordination for CapDev courses . Liaise with management . Liaise with operations & support groups . Conduct pre-process training . Conduct process training . Conduct communications up-training . Provide comms coaching . Data input for trackers and reports . EOD reporting . Curriculum design & development . Attend client calls . Attend calibration sessions . Take production calls/process work orders . Floor support as subject-matter expert OTHERS: Project Shift Schedule: Rotation Project Rest Day: Rotation Project/Team Location: Cebu Filinvest Cyberzone Tower 1

SKILL AND QUALIFICATIONS: . At least 5 years training experience in a contact center open to combo profile as confirmed by the HM, i.e., teacher/academe + trainer in a contact center environment . 1 to 2 years experience training in contact center (voice) . 1 to 2 years supervisory experience in contact center open to sup experience in other industry . With experience in Training Needs Analysis (TNA) . With LPA score of B2 . Required to attend client calls and present training results/observations, performance insights . No deck creation during the interview as confirmed by the Hiring Manager interview questions will revolve around experience preparing a deck for a client presentation . Will support CapDev Team, i.e., facilitate class/classes if no one is available or if there is a ramp . Knowhow in building training materials only, not necessarily will be the one to create materials from scratch . Capacity planning management preferred only, not required

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Accenture is a leading global professional services company that helps the world's leading businesses, governments and other organizations build their digital core, optimize their operations, accelerate revenue growth and enhance citizen services-creating tangible value at speed and scale. We are a talent- and innovation-led company with approximately 791,000 people serving clients in more than 120 countries. Technology is at the core of change today, and we are one of the world's leaders in helping drive that change, with strong ecosystem relationships. We combine our strength in technology and leadership in cloud, data and AI with unmatched industry experience, functional expertise and global delivery capability. Our broad range of services, solutions and assets across Strategy & Consulting, Technology, Operations, Industry X and Song, together with our culture of shared success and commitment to creating 360 value, enable us to help our clients reinvent and build trusted, lasting relationships. We measure our success by the 360 value we create for our clients, each other, our shareholders, partners and communities.

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