Communications Trainer l EXL Pasay

EXL Service Philippines, Inc.; Philippines; On-site; PHP 300,000 - 500,000; Full time

Job summary

EXL Service Philippines, Inc. is seeking a Training Specialist to advocate world-class customer experience by coaching front-liners and support members. You will focus on soft-skill development for enhanced call handling and customer interactions.

You will align with CE leadership to deliver Foundation Skills Training, monitor effectiveness, and support CE projects through coaching and learning sessions for agents and AMs.

Qualifications

• At least 1 year of Foundation Skills or Product Training and/or Quality/ SMEs experience in a BPO setting.
• At least 2 years of BPO experience.
• At least 2nd year completed without back subjects.

Responsibilities

• Monitor calls to identify coaching and learning needs on soft skills related to customer experience.
• Conduct one-on-one coaching to develop ideal customer experience behaviors.
• Lead learning sessions on customer experience for agents and support teams.
• Develop materials and deliver Foundation Skills Training when needed.
• Assist CE AM/LAM in training and learning sessions for support.
• Gather and analyze data to measure CE projects effectiveness.
• Interview agents to gauge customer service orientation and trainability.

Skills

Coaching

Soft skills

Call handling

Learning sessions

Job 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

Responsibilities

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.

Qualifications

• At least 1 year of experience in Foundation Skills or Product Training and / or Quality/ or Subject Matter Expert Experience in a BPO Setting
• At least 2 years of BPO experience
• At least 2nd year completed without back subjects