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Can start ASAP Process Trainer

2 months ago

Cebu, Philippines EXL Service Philippines, Inc. Full time
Customer Experience Program Manager

Join our team as a Customer Experience Program Manager and play a key role in driving exceptional customer experiences across our organization.

  • Advocate the CELEBRATIONS Program
    • Communicate the program's value and benefits to stakeholders and potential clients.
    • Collaborate with the team to promote the program's success.
  • Program Implementation and Management
    • Assist with running the CELEBRATIONS Program in assigned accounts.
    • Monitor calls and conduct coaching to improve customer experience behaviors.
    • Develop training materials and conduct learning sessions.
  • Data Analysis and Reporting
    • Gather, measure, and analyze data to gauge the effectiveness of the CELEBRATIONS program.
    • Identify areas for improvement and develop strategies to address them.
  • Training and Development
    • Conduct agent interviews to assess customer service orientation and communication skills.
    • Create a positive work environment by acknowledging agent and team contributions.
    • Lead and co-lead new hire classes and continuing education training.
  • Communication and Collaboration
    • Maintain consistent and professional communications with supervisor, manager, operations management, peers, and trainees/agents.
    • Collaborate with the team for effective knowledge and skills transfer.
Competencies Required
  • Excellent Communication and Organization Skills
  • Coaching and Training Skills
  • Leadership and Vision
  • Customer Service and Communication
  • Time Management and Organization
  • MS Office Skills