Senior Executive-Customer Care Voice-Inbound

3 days ago

Philippines EXL Full time ₱900,000 - ₱1,200,000 per year
Description

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

  • Lead and co-lead new hire classes and continuing education training for both new hire trainees and tenured agents
  • Monitors and completes daily attendance tracking during the entire process training until nesting
  • Formulates effective activities, exercises or assessments for learning improvement
  • Monitors and evaluates operations, programs, processes and/or practices for quality and effectiveness; make recommendations for improvement
  • Ensure compliance to client and organizational policies and procedures
  • Maintains consistent and professional communications skills with supervisor, manager, operations management, peers and trainees/agents
  • Deliberate to identify new hires' needs in training and nesting
  • Monitor trainees' post-nesting performance for the first 3 months after being endorsed to operations
  • Deliver the training content/context based on the agenda/curriculum
  • Demonstrate effective leadership to individuals including new hires and tenured agents
  • Implement and demonstrate efficient training methods 
  • Collaborate with the team for effective knowledge and skills transfer indispensable to the process and business needs
  • Participate in client calls and visits with the  supervisor's guidance
  • Collaborate with the quality and operations teams for process improvement
  • Conduct team huddles and provide floor and online support on process updates 
  • Develop and implement an effective system for process updates as and when required by the process/clients
Responsibilities
  • Ability to transfer knowledge, develop and motivate a team
  • Understanding of end-to-end processes and appreciation of critical parameters
  •  Ability to work in a continually challenging environment
  • Ability to communicate effectively to a variety of audiences
  • Good written and verbal communication skills
  • Great customer service skills
  • Basic knowledge of MS Office – Excel, PowerPoint, Word
  • Well organized; Strong organization and time management skills
  • With good leadership background
Qualifications

Candidates must have a minimum of one year in the current role. 

Should not be on PDP/Disciplinary action within 6 months from date of NOD.

Should not be on PIP during the time of application.

Candidates must have a 3.5 or above average/rating for the last 6 months.

Must have no issues on attendance, reliability and punctuality.

With recommendations and positive feedback from the support/management team.

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