Business Interlock Analyst

Business Interlock Analyst

Skill required: Talent Development - Training Needs Analysis (TNA)
Designation: Business Interlock Analyst
Qualifications:Any Graduation
Years of Experience:3 to 5 years
Language - Ability:English(International) - Proficient
About Accenture
Accenture is a global professional services company with leading capabilities in digital, cloud and security.Combining unmatched experience and specialized skills across more than 40 industries, we offer Strategy and Consulting, Technology and Operations services, and Accenture Song— all powered by the world’s largest network of Advanced Technology and Intelligent Operations centers. Our 784,000 people deliver on the promise of technology and human ingenuity every day, serving clients in more than 120 countries. We embrace the power of change to create value and shared success for our clients, people, shareholders, partners and communities.Visit us at www.accenture.com
What would you do? • The Voice Coach carries out regular monitoring or coaching of the agents on the floor. In addition, this position creates a need for effective relationship partnering with Operations. This position also promotes a team-oriented environment through people development, strong leadership, remedial trainings, continuous improvement, and cross-functional support. The objective of this position is to positively influence and manage teams on the floor to effect customer or client satisfaction targets. • Monitor assigned calls and provided team feedback. • Train and assess teams to improve email writing and grammar. • Training and Transition experience • Coach teams in leadership and assertiveness. • Assess individual training needs. • Deliver recurring language and culture training to new hires and agents. • Create and deliver client-required training modules to trainees and agents.
What are we looking for? • Primary skill - Training Needs Analysis (TNA) - P5 • Secondary skill - Instructor-Led Training (ILT) - P5 • Help Operations improve customer service, motivation, and teamwork. • Document and report training progress to Training and Operations- P5 • Keep knowledge current through huddles and monitoring. • Support the Deputy Manager in planning for customer satisfaction and development targets. • Improve agents telephone etiquette and communication skills to enhance CSAT. • Deliver remediation training. • Maintain professional development and relevant knowledge.
Roles and Responsibilities: • More than 5 years of experience in Sales, with a minimum of 3 years in Sales Training • Ability to design engaging training materials and adapt training delivery based on audience needs • Creating sales training content, proficient in usage of any instructional design tools such as Articulate, Canva, SCORM • Proficiency in Microsoft Office Suite like Word, Excel, PowerPoint and Outlook • Strong understanding of sales methodologies, CRM systems, and best practices • Excellent communication, presentation, and facilitation skills • Strong analytical skills to interpret sales data and identify training areas for improvement • Proficiency in Microsoft Office Suite and learning management systems • Training Content Development: Create and maintain multi-format sales training on processes, lead management, CRM, products, industry knowledge, stakeholder management, objections, closing, and compliance. • Onboarding Training: Train new sales hires on company culture, sales processes, CRM tools, and products. • Training Delivery: Deliver classroom, role-play, simulation, and e-learning sessions. • Performance Evaluation: Assess trainee progress through observation, quizzes, and practical evaluations to identify improvement areas. • Coaching and Mentorship: Coach sales representatives after training to reinforce skills in real-world situations. • Data Analysis and Reporting: Analyze sales data to identify needs, measure training effectiveness, and report key metrics. • Collaboration with Sales Management: Partner with sales managers to align training with strategy, needs, and performance gaps. • This is a Work from Office Role • Must be open to working in a 24-7 environment. • Multi-lingual skills or multi-cultural experiences • Global sales or business experience • Knowledge using Excel functions, and preferably familiar with Power Query, Power Pivot and Power BI is preferred • Supporting new transitions,