Senior Executive - Customer Experience Specialist

ExlService Holdings, Inc.; Philippines; On-site; PHP 334,800 - 558,000; Full time

Job summary

A leading service organization in the Philippines is seeking a professional for Classroom Management responsibilities, focusing on enhancing agent performance through coaching and training sessions. The ideal candidate will develop training materials, conduct learning sessions, and ensure the effectiveness of customer experience initiatives. Strong communication and analytical skills are essential to contribute to a positive work environment and adherence to company policies.

Qualifications

• Experience in coaching agents on call handling and customer experience.
• Ability to create training materials and conduct learning sessions.
• Strong analytical skills to measure effectiveness of training programs.

Responsibilities

• Monitor calls of agents for coaching and learning needs.
• Conduct one-on-one coaching to enhance customer experience behaviors.
• Develop training materials and conduct Foundation Skills Training.
• Gather and analyze data on CE projects effectiveness.

Skills

Coaching

Training development

Data analysis

Communication skills

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.