Communications Trainer l MOA

EXL Service Philippines, Inc.; Pasay; On-site; PHP 279,000 - 446,000; Full time

Job summary

EXL Service Philippines, Inc. is seeking a Training Specialist focused on Foundation Skills and Product Training to coach front-line agents on customer experience and call handling.

The role emphasizes mentoring, monitoring CE projects, and coordinating with CE leadership to uplift overall service quality. The ideal candidate will conduct sessions, develop training materials, and analyze data to measure impact on customer experience; prior BPO experience is required.

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

Responsibilities

• 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.

Skills

Foundation Skills

Product Training

Quality

Job description

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