Soft Skills Trainer | Insurance | EXL Pasay

Position Overview

The primary role of the job is to advocate world-class customer experience to front-liners and support members of the account. The job focuses on coaching and training customer experience soft skills essential in enabling our front-liners connect better with customers and demonstrate overall excellent call handling. The job also focuses on aligning and coordinating with support members and leadership, and on assisting the CE AM 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. 

Job Description:

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

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 Manager and/or CE Supervisor 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 AVP prepare for and/or conduct learning and development sessions for support.Help the CE AM and/or AVP 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.

Competencies Required:

Excellent communication and organization skillsVery good coaching and training skillsAbility to communicate effectively to a variety of audiencesAbility to provide and support a vision and directionAbility to implement projects with the highest degree of professionalism and ensure follow through and evaluation of their effectivenessAbility to work with minimum supervision and in a continually challenging environmentAbility to analyze learning needs and assist in the development of customized modules and initiativesAccepting a high degree of responsibility and accountability for others as well as for selfDeep understanding, appreciation and demonstration of world-class customer serviceUnderstanding of end-to-end processes and appreciation of customer experience’s impact on critical parametersKnowledge of MS Office – Excel, PowerPoint, Word

Education Requirements

College graduate