Communications Trainer - EXL Cebu

EXL Service Philippines, Inc.; Cebu City; On-site; PHP 279,000 - 424,000; Full time

Job summary

EXL Service Philippines, Inc. is seeking a dedicated trainer to advocate world-class customer experience for front-line agents.

The role emphasizes coaching and training soft skills that improve call handling and customer interactions, while coordinating with support teams and leadership. You will lead Foundation Skills sessions, monitor agent performance, conduct one-on-one coaching, and help design learning materials.

Qualifications

• At least 1 year of Foundation Skills or Product Training and/or Quality Experience in a BPO setting.
• At least 2 years’ experience in BPO.
• Completed 2nd year college with no back subjects.

Responsibilities

• Monitor calls to identify coaching needs on soft skills for call handling and customer experience.
• Conduct one-on-one coaching with agents to develop customer service behaviors.
• Conduct learning sessions on customer experience for agents and support teams.
• Develop materials and conduct Foundation Skills training as needed.
• Assist CE AM/CE LAM in preparing or conducting learning and development sessions.
• Gather, measure and analyze data to gauge CE projects effectiveness.
• Interview agents to gauge service orientation and trainability.
• Protect confidentiality and adhere to company policies.
• Foster a positive work environment by recognizing contributions and offering help.
• Ensure compliance with internal policies, external regulations, and information security standards.
• Induct new hires to align with company culture and required tasks.

Skills

Strong communication

Organization skills

Coaching and training

Audience communication

Independent work

World-class customer service

MS Office (Excel/PowerPoint/Word)

Education

Foundation Skills / Product Training / Quality Experience in BPO

2+ years in BPO

Completed 2nd year of College (no back subjects)

Job description

Short Description

The primary role of the job is to advocate world-class customer experience to front-liners and support members of the account. The job focuses on coaching and training customer experience soft skills essential in enabling our front-liners connect better with customers and demonstrate overall excellent call handling. The job also focuses on aligning and coordinating with support members and leadership, and on assisting the CE AM in training our support members to champion customer experience to everyone in the account through monitoring and coaching, as well as active participation in CE projects.

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.

Competencies Required:

• Strong communication and organization skills

• Experience in coaching and training skills

• Ability to communicate effectively to a variety of audiences

• Ability to work with minimum supervision and in a continually challenging environment

• Deep understanding, appreciation and demonstration of world-class customer service

• Knowledge of MS Office – Excel, PowerPoint, Word

Qualifications:

• At least 1 year experience in Foundation Skills or Product Training and/or Quality Experience in a BPO Setting

• At least 2 years’ experience in BPO

• At least finished 2nd year College Level with no back subjects