Senior Executive - Customer Experience

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

Job Description

• 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.
• Conduct special induction with new hires to make them aware of the company culture and the work they need to do.