Senior Executive - Customer Experience Specialist

ExlService Holdings, Inc.; Manila, Hinoba-an; On-site; PHP 335,000 - 502,000; Full time

Job summary

ExlService Holdings, Inc. is seeking a Classroom Management/Training role focused on coaching agents to improve soft skills, call handling, and customer experience. The incumbent will develop Foundation Skills Training materials and run learning sessions for agents and support staff.

The role requires conducting one-on-one coaching, data-driven program evaluation, and coordinating inductions for new hires while ensuring confidentiality and compliance with company policies.

Qualifications

• Monitor agent calls to identify coaching needs.
• Conduct one-on-one coaching to enhance customer experience behaviors.
• Lead learning sessions on customer experience for agents and support.
• Develop Foundation Skills Training materials.
• Assist LE/CE teams with learning sessions.
• Gather and analyze data to gauge program effectiveness.
• Conduct agent interviews to assess service orientation.
• Maintain confidentiality and comply with policies.
• Conduct inductions for new hires.

Responsibilities

• Monitor calls to identify coaching and learning needs on soft skills for call handling and customer experience.
• Conduct one-on-one coaching to develop ideal customer experience behaviors.
• Lead learning sessions on customer experience for agents and support.
• Develop Foundation Skills Training materials when needed.
• Help CE AM/CE LAM prepare for and conduct learning sessions for support.
• Gather, measure and analyze data to gauge CE projects' effectiveness.
• Conduct agent interviews to gauge service orientation and trainability.
• Protect confidentiality and adhere to internal policies.
• Create a positive work environment and support teammates, when needed.
• Ensure compliance with policies, regulations and information security standards.
• Conduct special inductions for new hires to acclimate to culture.

Skills

Coaching

L&D

Customer experience

Call handling

Soft skills

Data analysis

Training delivery

Induction

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.