Senior Customer Experience Coach & Training Lead

EXL; Muntinlupa; On-site; PHP 320,000 - 520,000; Full time

Job summary

EXL Philippines is seeking an experienced Learning & Development professional to coach customer service agents and deliver impactful training sessions. The role focuses on elevating soft skills for enhanced customer experience and driving measurable learning outcomes.

The incumbent will design training materials, conduct sessions for agents and support teams, and analyze data to assess program effectiveness, while ensuring confidentiality and alignment with internal policies.

Qualifications

• Monitors agent calls to identify coaching and learning needs on soft skills related to call handling and customer experience.
• Conducts one-on-one coaching to develop ideal customer experience behaviors.
• Delivers learning sessions on customer experience for agents and support teams.

Responsibilities

• Develops materials and conducts Foundation Skills Training (FST) when needed.
• Aids in preparing for and conducting learning sessions for support teams.
• Gathers, measures and analyzes data to gauge CE project effectiveness.

Skills

Coaching

Learning & Development

Training delivery

Communication skills

Data analysis

Interviewing / assessments

Confidentiality

Job description

EXL Philippines is seeking an experienced Learning & Development professional to coach customer service agents and deliver impactful training sessions. The role focuses on elevating soft skills for enhanced customer experience and driving measurable learning outcomes.

The incumbent will design training materials, conduct sessions for agents and support teams, and analyze data to assess program effectiveness, while ensuring confidentiality and alignment with internal policies.