Call Handling Expert

3 days ago


Cebu City, Central Visayas, Philippines EXL Service Philippines, Inc. Full time

We are seeking an experienced Call Handling Expert to join our team. As a key member of our organization, you will be responsible for monitoring calls, identifying coaching needs, and providing feedback to agents.

The primary responsibility of this position is to conduct one-on-one coaching, develop materials for Foundation Skills Training, and assist in preparing for learning and development sessions. You will also gather, measure, and analyze data to gauge the effectiveness of CE projects and its parts/projects.

You will work closely with our leadership team to align and coordinate initiatives that promote customer experience excellence. Additionally, you will maintain confidentiality and adhere to company policies regarding confidentiality.

  • 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.
  • Develop materials and conduct Foundation Skills Training (FST) when needed.
  • Assist the CE AM and/or CE LAM in preparing for and conducting learning and development sessions for support.
  • Gather, measure, and analyze data to gauge the effectiveness of CE projects and its parts/projects on a regular basis.
  • Conduct agent interviews to assess customer service orientation and communication skills trainability.
  • Maintain confidentiality and adhere to company policies regarding confidentiality.
  • Create a positive work environment by acknowledging agent and team contributions, soliciting input, and offering personal assistance when needed.
  • E nsure compliance with internal policies and procedures, external regulations, and information security standards.
  • Conduct special induction with new hires to familiarize them with the company culture and their roles.

Key Competencies:

  • Strong communication and organizational skills
  • Experience in coaching and training skills
  • Ability to communicate effectively to various audiences
  • Ability to work with minimal supervision and in a challenging environment
  • Deep understanding, appreciation, and demonstration of world-class customer service
  • Knowledge of MS Office - Excel, PowerPoint, Word

Required Qualifications:

  • At least 1 year of experience in Foundation Skills or Product Training and/or Quality Experience in a BPO Setting
  • At least 2 years of experience in BPO
  • At least 2nd-year College Level


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