9 Headcounts

Cebu - location

PHP 26K-33K basic - salary

Night shift

work from office

Candidate must be graduate in any stream and or 2 yr associate degree, has coaching and training customer experience for soft skills essential in enabling our front-liners to connect better with customers and demonstrate excellent overall call handling.

Qualifications (External Candidates):

• At least 1 year BPO experience, preferably in FNOL or Insurance Claims

• At least 1 year training or coaching experience, preferably in Customer Experience

• College graduate or diploma with minimum of 15 years of education

• See competencies required

Job Description:

Classroom Management/Modules/Up-training/Initiatives/Quality

• Diligently and enthusiastically advocate the CELEBRATIONS (Customer Experience) Program to all stakeholders of the account, as well as to the rest of EXL and its potential clients.

• CELEBRATIONS (Customer Experience) Program is comprised of:

• Customer Experience New hire Training

• EXCEED Coaching program

• EXCEL Learning sessions

• Tribal Welcome

• The Pulse

• Your Voice Matters (YVM) FGD sessions

• Engagement activities

• Facilitate final interview and call simulation for agent candidates to gauge customer service orientation and communication skills trainability.

• Develop and facilitate Customer Experience training for new-hire agents.

• Help the CE lead facilitate, oversee or coordinate the CELEBRATIONS program and other relevant projects in the assigned account/s.

• Audit calls of new-hire and BAU agents to identify behaviors, coaching and learning needs on soft skills pertinent to call handling and customer experience.

• Conduct one-on-one coaching with new-hire and BAU agents to develop or enhance ideal customer experience behaviors and improve their quality scores, CSAT, etc.

• Develop training materials, activities and assessments based on client updates; feedback from surveys; and results from new-hire assessments and PKTs.

Competencies Required:

• Excellent oral and written English

• Excellent organization skills

• Very good coaching and training skills

• Ability to communicate effectively to a variety of audiences

• Ability to provide and support a vision and direction