Senior Executive - Customer Experience Specialist

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

Senior Executive - Customer Experience Specialist

Company: Exl | Job Type: Full Time | Location: Cebu City, Philippines

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.