Associate - Business Analyst-Training-Voice and Accent

ExlService Holdings, Inc.; Hinoba-an; On-site; PHP 250,000 - 420,000; Full time

Job summary

ExlService Holdings, Inc. seeks a Classroom Management/Modules/Up-training specialist to lead coaching and learning initiatives aimed at enhancing customer experience. You will monitor agent behaviors, conduct one-on-one coaching, and develop materials to uplift soft skills for effective call handling.

The role emphasizes data-driven measurement of program effectiveness, confidentiality, and strict adherence to policies while promoting a positive team environment.

Qualifications

• Monitor calls to identify coaching needs on soft skills for call handling and CX.
• Conduct one-on-one coaching with agents to develop ideal customer experience behaviors.
• Conduct learning sessions on customer experience for agents and support.
• Develop materials and conduct Foundation Skills Training (FST) when needed.
• Assist CE AM/CE LAM with learning sessions for support.
• Gather, measure and analyze data to gauge the CE projects' effectiveness.

Responsibilities

• Monitor agent performance and coach for improved CX.
• Lead one-on-one coaching sessions for call handling skills.
• Develop and update training materials and curricula.
• Conduct group learning sessions for customer experience topics.
• Ensure compliance with confidentiality and company policies.
• Foster a positive work environment and recognize contributions.

Skills

Coaching

Training delivery

Learning & development

Job description

Classroom Management/Modules/Up-training/Initiatives/Quality

• Monitor calls of agents to identify behaviors, coaching and learning needs on soft skills pertinent to call handling and customer experience.
• Conduct one-on-one coaching with agents to develop or enhance ideal customer experience behaviors.
• Conduct learning sessions on customer experience for both agents and support (Ex. AMs).
• Develop materials and conduct Foundation Skills Training (FST) when needed.
• May help the CE AM and/or CE LAM prepare for and/or conduct learning and development sessions for support.
• Help the CE AM and/or CE LAM gather, measure and analyze data to gauge the effectiveness of the CE projects program and its parts/projects on a regular basis.
• Conduct agent interviews to gauge customer service orientation and communication skills trainability.
• Protects the confidentiality of client and adheres to company policies regarding confidentiality.
• Create a positive work environment by acknowledging agent and team contributions, soliciting input, and offering personal assistance, when needed.
• Ensure compliance with internal policies and procedures, external regulations and information security standards.
• Conduct special induction with new hires to make them aware of the company culture and the work they need to do.