Senior Executive - Customer Experience Specialist

ExlService Holdings, Inc.; Manila; On-site; PHP 334,800 - 669,600; Full time

Job summary

ExlService Holdings, Inc. in Manila is seeking a Classroom Management/Up-training professional to monitor calls, identify coaching needs, and develop soft-skill training for customer experience teams.

This role involves conducting one-on-one coaching, delivering Foundation Skills Training, and collaborating with leadership to measure program effectiveness while maintaining confidentiality and complying with policies.

Qualifications

• Monitor agent calls to identify learning needs and coaching opportunities.
• Conduct one-on-one coaching to develop or enhance customer experience behaviors.
• Deliver Foundation Skills Training (FST) when needed.
• Assist CE teams in learning initiatives while maintaining confidentiality.

Responsibilities

• Conduct learning sessions on customer experience for agents and support (Ex. AMs).
• Help gather, measure and analyze data to gauge CE project effectiveness.
• Conduct agent interviews to gauge service orientation and trainability.

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.