Senior Executive - Customer Experience

EXL Talent Acquisition Team; Muntinlupa; On-site; PHP 360,000 - 480,000; Full time

Job summary

EXL Talent Acquisition Team in Metro Manila is seeking a Classroom Management/Modules/Up-training professional to drive coaching, training design, and learning sessions that enhance customer experience.

You will monitor agent performance, develop materials, conduct sessions for agents and support staff, and ensure compliance with policies and information security while fostering a positive culture.

Responsibilities

• Monitor calls to identify behaviors and coaching needs for soft skills in call handling and customer experience.
• Conduct one-on-one coaching with agents to develop or enhance ideal customer experience behaviors.
• Lead learning sessions on customer experience for both agents and support (e.g., AMs).
• Develop materials and deliver Foundation Skills Training (FST) when needed.
• Assist CE AM and/or CE LAM in preparing for and/or conducting learning and development sessions for support.
• Gather, measure and analyze data to gauge the effectiveness of CE projects and their parts.
• Conduct agent interviews to gauge customer service orientation and communication skills trainability.
• Protect confidentiality of client and adhere to company policies.
• Create a positive work environment by acknowledging contributions, soliciting input, and offering help.
• Ensure compliance with internal policies, external regulations and information security standards.
• Conduct special induction with new hires to make them aware of company culture and duties.

Job description

Classroom Management/Modules/Up-training/Initiatives/Quality

• 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.