Position overview:
The primary role of the job is to advocate world class customer experience to front liner with expertise in educating and producing competent staff to deliver client-set requirements. The job focuses in coaching and training soft skills combined with transferring process knowledge to accomplish task needed in production while building better connections with customers in demonstrating overall excellent call handling. It also focuses on providing assistance in developing and improving the process specific curriculum, conducting training needs analysis, creating content to meet the client-set updates, organizing cross and up-skill training and reporting to process owner. Hence, is also responsible on aligning and coordinating with support member and leadership and on assisting customer experience AM in training support members of champion CE to everyone in the account through monitoring and coaching as well as participation in CE projects.
Job Description:
Classroom Management/Modules/Up-training/Initiatives/Quality
Advocate the CELEBRATIONS (Customer Experience) Program to stakeholders and potential clients as well as the rest of EXL.Assist with running the CELEBRATIONS (Customer Experience) Program in assigned accounts.Monitor calls and conduct coaching to improve customer experience behaviors.Develop training materials and conduct learning sessions.Gather, measure, and analyze data to gauge the effectiveness of the CELEBRATIONS program and its parts/projects on a regular basis.Conduct agent interviews to assess customer service orientation and communication skills trainability.Create a positive work environment by acknowledging agent and team contributions, soliciting input, and offering personal assistance, when needed.Conduct special induction with new hires to make them aware of the company culture and the work they need to do.Lead and co-lead new hire classes and continuing education training for both new hire trainees and tenured agentsMonitors and completes daily attendance tracking and evaluate program effectivenessMaintains consistent and professional communications skills with supervisor, manager, operations management, peers and trainees/agentsMonitor trainees' post-nesting performance for the first 3 months after being endorsed to operationsFormulates effective activities, exercises or assessments for learning improvementCollaborate with the team for effective knowledge and skills transfer indispensable to the process and business needsDevelop and implement an effective system for process updates as and when required by the process/clientsCollaborate with the team for effective knowledge and skills transfer indispensable to the process and business needs Competencies Required: Excellent communication and organization skillsVery good coaching and training skillsAbility to communicate effectively to a variety of audiencesAbility to provide and support a vision and directionAbility to work with minimum supervision and in a continually challenging environmentAbility to analyze learning needs and assist in the development of customized modules and initiativesAccepting a high degree of responsibility and accountability for others as well as for selfDeep understanding, appreciation and demonstration of world-class customer serviceUnderstanding of end-to-end processes and appreciation of customer experience's impact on critical parametersGood written and verbal communication skillsGreat customer service skillsBasic knowledge of MS Office – Excel, PowerPoint, WordWell organized; Strong organization and time management skillsWith good leadership backgroundKnowledge of MS Office – Excel, PowerPoint, Word Eligibility Criteria: Candidates must have minimum 6 months/ one year tenure in EXL and in the current role.Should not be on PDP/Disciplinary action within 6 months from date of NOD. Please see Progressive Disciplinary Policy for further details.Should not be on PIP during the time of application.Candidates must have 3.5 & above rating (Goal & Competency or Composite Rating)Must have no issues on Attendance and Reliabilities.Preferably College graduate – Nursing, Psychology, Mass Communications, or Education.Positive feedback from local leadership and their leadership teams. Job Requirements: Education: Completed at least 2 years in CollegeExperience: Minimum of 2 years in Process TrainingLanguage Proficiency: B2 - CEF or higher Compensation: Basic Pay: ?25,000 – ?34,500Allowances: ?2,675 + ?3,000 complexity allowanceTotal Compensation: ?31,000 – ?40,000 Work Schedule: Days Off: Weekends offShift Schedule: 8PM onwardsLocation: CebuStart Date: Can start as soon as possible
