Senior Executive-Training-Voice and Accent

2 weeks ago

Makati City, National Capital Region, Philippines ExlService Holdings, Inc. Full time ₱1,500,000 - ₱2,500,000 per year

Job 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.

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