Customer Experience Specialist for BPO (Training)

Overview:

The job also focuses on aligning and coordinating with support members and leadership, and on assisting the CE Assistant Manager in training our support members to champion customer experience to everyone in the account through monitoring and coaching, as well as active participation in CE projects.

Description:

• Diligently and enthusiastically advocate the CELEBRATIONS (Customer Experience) Program to all stakeholders of the account, as well as to the rest of EXL and its potential clients.
• Help the CE AM and/or CE LAM run, oversee or coordinate the CELEBRATIONS program and its projects in the assigned account/s.
• 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 training materials, activities and assessments.
• 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 CELEBRATIONS 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.

Competencies Required:

• Excellent communication and organization skills
• Very good coaching and training skills
• Ability to communicate effectively to a variety of audiences
• Ability to provide and support a vision and direction
• Ability to implement projects with the highest degree of professionalism and ensure follow through and evaluation of their effectiveness
• Ability to work with minimum supervision and in a continually challenging environment
• Ability to analyze learning needs and assist in the development of customized modules and initiatives
• Accepting a high degree of responsibility and accountability for others as well as for self
• Deep understanding, appreciation and demonstration of world-class customer service
• Understanding of end-to-end processes and appreciation of customer experience’s impact on critical parameters
• Knowledge of MS Office – Excel, PowerPoint, Word