Senior Executive - Customer Experience

EXL Talent Acquisition Team; Pasay; On-site; PHP 446,000 - 781,000; Full time

Job summary

EXL Talent Acquisition Team is seeking a Classroom Management/Modules/Up-training/Initiatives/Quality specialist in Metro Manila. You will monitor calls, coach agents one-on-one, and conduct learning sessions to enhance customer experience across agents and support teams.

You will develop training materials, assist in FST sessions, and help measure the impact of CE projects, while ensuring data confidentiality, compliance, and a positive team environment.

Qualifications

• Monitor calls to identify behaviors and learning needs on soft skills for call handling and customer experience.
• Conduct one-on-one coaching with agents to develop ideal customer experience behaviors.
• Conduct learning sessions on customer experience for agents and support (AMs).
• Develop materials and Foundation Skills Training (FST) when needed.
• Assist CE AM/CE LAM in learning sessions for support if required.
• Gather, measure and analyze data to gauge CE projects' effectiveness.

Responsibilities

• Protect confidentiality of client and adhere to company policies.
• Create a positive work environment by recognizing contributions and offering help when needed.
• Ensure compliance with internal policies, external regulations, and information security standards.
• Conduct special inductions for new hires to align with company culture and expectations.
• May assist in preparing for and conducting learning and development sessions for CE teams.

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.