Accenture HR Services-Call Center Training Quality Lead

Description

Organization: Accenture HR Services

Location: San Antonio

 

If you join Accenture you can make great ideas happen for some of the world's most dynamic companies. With broad global resources and deep technical know-how, we collaborate with clients to cultivate ideas and deliver results. Choose a career at Accenture and enjoy an innovative environment where challenging and interesting work is part of daily life.

 

Accenture?s Services workforce is a dedicated team of people who work on outsourcing engagements. These are long-term partnerships with clients for whom we manage and provide increasingly specialized business operations, such as finance and accounting, IT, applications development and maintenance, help desk services, and HR.  We not only maintain key business functions for clients, we constantly seek to improve them to help our clients move ahead of the competition.

 

Job Description

Professionals within the BPO Businesses workgroup align with eight distinct business offerings providing standardized, asset-driven and value-added processes. These stand-alone businesses support multiple clients by industrializing individually tailored client solutions into specific business offerings.


Accenture HR Services transforms people management with outsourcing services that dramatically reduce costs and improve capabilities at scale and at speed. Employing proven processes, advanced technology and world-class human resource practices across the entire employee life cycle, Accenture HR Services works closely with clients to tailor the right people solution, from single point solutions to fully integrated HR business process outsourcing for large and medium-sized organizations, that can help them become high-performance businesses and governments.


The QualityTraining Methods and Procedures Lead creates and manages the quality monitoring and internal training programs for the Peopleline Team.  He/she has responsibility for developing team members through coaching, counseling and mentoring activities.  This role supervises Peopleline quality and training associates, working with other members of the operations and operations support team to assist in team development and identify training initiatives.  He/she ensures that quality monitoring is performed on each team member in accordance with departmental policy and that performance feedback (positive or identification of areas of improvement) is provided.  The Training Methods and Procedures Lead makes decisions to help identify, design and implement operational support improvement initiatives that surround quality, training, communications and knowledge management tools.


Key responsibilities may include:Manage a Operations Support team within the call center and support the manager (s) and other supervisors as needed.Make decisions using input from the quality and training associate, along with the operations team in developing initiatives/defining ways in which to improve quality scores; identify process improvement initiatives.Maintain regular communication with team members regarding overall team and individual performance expectations and results.Identify individual training needs for team members.Identify new and continuous training efforts for the Peopleline/Customer Relationship Management organization.Responsible for the identification and documentation of As-Is and To-Be requirements along with the creation and implementation of training due to new client transition.Make operational decisions that affect own area of control, with minimum referral to senior management

 

 

Qualifications

?  Minimum of 2-3 years of experience in a fast paced customer service, call center environment.

?  Previous supervisory experience.

?Previous Quality and Training Experience

 

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Accenture is an Equal Opportunity Employer

 

Candidates who are currently employed by a client of Accenture or an affiliated Accenture business may not be eligible for consideration.

 

 Applicants for employment in the U.S. must possess work authorization which does not require sponsorship by the employer for a visa.