Associate - Business Analyst-Training-Voice and Accent

6 days ago

Philippines EXL Full time ₱200,000 - ₱600,000 per year
Description

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

  • 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.
  • Conduct learning sessions on customer experience for both agents and support (Ex. AMs).
  • Develop materials and conduct Foundation Skills Training (FST) when needed.
  • May help the CE AM and/or CE LAM prepare for and/or conduct learning and development sessions for support.
  • Help the CE AM and/or CE LAM gather, measure and analyze data to gauge the effectiveness of the CE projects program and its parts/projects on a regular basis.
  • Conduct agent interviews to gauge customer service orientation and communication skills trainability.
  • Protects the confidentiality of client and adheres to company policies regarding confidentiality.
  • Create a positive work environment by acknowledging agent and team contributions, soliciting input, and offering personal assistance, when needed.
  • Ensure compliance with internal policies and procedures, external regulations and information security standards.
  • Conduct special induction with new hires to make them aware of the company culture and the work they need to do.
Responsibilities

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

  • 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.
  • Conduct learning sessions on customer experience for both agents and support (Ex. AMs).
  • Develop materials and conduct Foundation Skills Training (FST) when needed.
  • May help the CE AM and/or CE LAM prepare for and/or conduct learning and development sessions for support.
  • Help the CE AM and/or CE LAM gather, measure and analyze data to gauge the effectiveness of the CE projects program and its parts/projects on a regular basis.
  • Conduct agent interviews to gauge customer service orientation and communication skills trainability.
  • Protects the confidentiality of client and adheres to company policies regarding confidentiality.
  • Create a positive work environment by acknowledging agent and team contributions, soliciting input, and offering personal assistance, when needed.
  • Ensure compliance with internal policies and procedures, external regulations and information security standards.
  • Conduct special induction with new hires to make them aware of the company culture and the work they need to do.
Qualifications

Internal:

  • Candidates must have minimum 6 months 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.
  • College graduate – preferably Nursing, Psychology, Mass Communications, or Education.
  • Positive feedback from local leadership and their leadership teams.

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