Frontline CX Coach & Training Specialist

EXL Service Philippines, Inc.; Muntinlupa; On-site; PHP 391,000 - 580,000; Full time

Job summary

EXL Service Philippines, Inc. is seeking a Training Specialist to advocate world-class customer experience by coaching and training frontline agents in soft skills essential for effective call handling.

The role focuses on aligning with support members and leadership, and assisting the CE AM in training teams to champion customer experience across the account. The ideal candidate has experience in Foundation Skills or Product Training within a BPO setting, plus strong coaching and materials

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 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.

Job description

EXL Service Philippines, Inc. is seeking a Training Specialist to advocate world-class customer experience by coaching and training frontline agents in soft skills essential for effective call handling.

The role focuses on aligning with support members and leadership, and assisting the CE AM in training teams to champion customer experience across the account. The ideal candidate has experience in Foundation Skills or Product Training within a BPO setting, plus strong coaching and materials