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Can start ASAP Process Trainer | Pioneer Account | Insurance | CEBU

2 months ago

Cebu, Philippines EXL Service Philippines, Inc. Full time

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 audiences Ability 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