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DE030358-Instructor Senior Analyst

Talentmate

Philippines

16th November 2025

2511-18702-81

Job Description

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 Senior Analyst WORK SETUP: Return to Office RESPONSIBILITIES:

Proactive and inquisitive candidate required with clear and precise communication, written and oral skills

Market /vertical knowledge of Retail and Sales

Domain knowledge of International Chat/Voice Service with experience in managing Customer experience metrics with upsell/cross sell

Analytical skills required with an eye for detail

Job requires the candidate to be assertive or influence people, probe for responses and empathize with customers

Ability to coach, connect and motivate team members

Manage project & client SLAs/KPIs

Manage a team of 150 FTE and set of Senior Team Leads /Team Leads

Drive employee morale, performance and productivity

Manage shrinkages and attrition as per the capacity plan

Weekly and Monthly review of performance trends for the span and initiate action plans

Mentor and groom direct reportees on goal setting, RCA and coaching methodology

Be part of client strategic discussions to plan the way ahead for the business

Drive Value Add and cost initiatives

Associate Ops Manager will be aligned with our Customer Support vertically and help us in managing/ resolving customers query, handling escalations and complaints of the dissatisfied customers & giving best resolutions. He will also be responsible for closing the fault and complaints within SLA s OTHERS: Project Shift Schedule: Rotation Shift Project Rest Day: Rotation Project/Team Location: Mandaluyong Robinsons Cybergate Tower 2

SKILLS AND QUALIFICATIONS:

At least 2 years’ experience in the field of training/learning

At least 6 months’ Contact Center experience

Individual Contributor

No domain

Retail OR sales experience preferred only, NOT required

Job Details

Role Level:	Mid-Level	Work Type:	Full-Time
Country:	Philippines	City:	Mandaluyong National Capital Region
Company Website:	https://www.accenture.com/ph-en	Job Function:	Education & Teaching
Company Industry/ Sector:	Software Development

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