Senior Executive - Customer Experience Specialist

EXL Talent Acquisition Team; Pasay; On-site; PHP 279,000 - 614,000; Full time

Job summary

EXL Talent Acquisition Team in Metro Manila is seeking a Classroom Management/Quality Specialist to monitor agent calls and coach on customer experience behaviors, driving up-training initiatives.

You will develop training materials, deliver Foundation Skills Training, conduct interviews, analyze program data, and ensure confidentiality and compliance while fostering a positive work environment.

Qualifications

• Experience in contact center coaching and quality monitoring.
• Ability to develop training materials and deliver sessions.
• Knowledge of confidentiality and data security policies.
• Highly organized with attention to detail.

Responsibilities

• Monitor calls to identify coaching needs.
• Conduct one-on-one coaching to improve CX behaviors.
• Develop and deliver Foundation Skills Training.
• Assist with learning sessions for agents and supervisors.
• Analyze data to measure program effectiveness.
• Ensure compliance with policies and information security.
• Induct new hires about culture and roles.

Skills

Call monitoring

Coaching

Training delivery

Data analysis

Interviews

Confidentiality

Employee engagement

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.