Job Description

• 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 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