Senior Customer Experience Coach & Training Lead

Exl; Compostela; On-site; PHP 500,000 - 750,000; Full time

Job summary

Exl is seeking a Senior Executive - Customer Experience Specialist to oversee classroom management, modules, and up-training initiatives in Cebu City, Philippines. You will coach agents, conduct learning sessions, and develop materials to uplift customer experience across the team.

Role focuses on identifying coaching needs, delivering Foundation Skills Training, and analyzing data to measure the effectiveness of CE programs, while ensuring confidentiality and adherence to company policies.

Qualifications

• Coaching and feedback delivery for agents.
• Experience in training design or facilitation.
• Ability to analyze performance data to improve CE outcomes.

Responsibilities

• Monitor calls of agents to identify coaching needs on soft skills.
• Conduct one-on-one coaching to enhance customer experience behaviors.
• Lead learning sessions on customer experience for agents and support.
• Develop materials and conduct Foundation Skills Training when needed.
• Support CE AM/CE LAM in learning initiatives.
• Gather, measure and analyze data to gauge CE program effectiveness.
• Conduct agent interviews to assess service orientation and trainability.
• Ensure confidentiality and compliance with policies and information security.

Skills

Coaching

Training delivery

Data analysis

Quality assurance

Job description

Exl is seeking a Senior Executive - Customer Experience Specialist to oversee classroom management, modules, and up-training initiatives in Cebu City, Philippines. You will coach agents, conduct learning sessions, and develop materials to uplift customer experience across the team.

Role focuses on identifying coaching needs, delivering Foundation Skills Training, and analyzing data to measure the effectiveness of CE programs, while ensuring confidentiality and adherence to company policies.