Customer Experience Coach & Training Lead

EXL Service Philippines, Inc.; Muntinlupa; On-site; PHP 400,000 - 650,000; Full time

Job summary

EXL Service Philippines, Inc. in Metro Manila seeks a dedicated training specialist to enhance front-line customer experience through coaching and Foundation Skills training.

You will coordinate with CE teams to deliver effective sessions that improve call handling and service quality. Responsibilities include monitoring agent calls, conducting one-on-one coaching, delivering learning sessions, developing training materials, and assisting leadership with learning and development initiatives

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.

Job description

EXL Service Philippines, Inc. in Metro Manila seeks a dedicated training specialist to enhance front-line customer experience through coaching and Foundation Skills training.

You will coordinate with CE teams to deliver effective sessions that improve call handling and service quality. Responsibilities include monitoring agent calls, conducting one-on-one coaching, delivering learning sessions, developing training materials, and assisting leadership with learning and development initiatives