Customer Experience Coach & Front-Line Trainer

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

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.