EXL

Analyzes business data and runs outsourced operations

Senior Executive - Customer Experience Specialist

Customer Education & TrainingConfirmed live in the last 24 hours

Full-timePasay, Metro Manila, PhilippinesNo salary listedIn-person

About the Job

Requirements

Protect the confidentiality of client information and adhere to company confidentiality policies.
Ensure compliance with internal policies and procedures, external regulations, and information security standards.

Responsibilities

Monitor agents’ calls to identify behaviors and coaching and learning needs related to soft skills for call handling and customer experience.
Conduct one-on-one coaching with agents to develop or enhance ideal customer experience behaviors.
Conduct customer experience learning sessions for agents and support staff, such as account managers.
Develop materials and conduct Foundation Skills Training when needed.
Assist the Customer Experience Assistant Manager and/or Customer Experience Lead Assistant Manager in preparing for or conducting learning and development sessions for support staff.
Assist the Customer Experience Assistant Manager and/or Customer Experience Lead Assistant Manager with gathering, measuring, and analyzing data to assess the effectiveness of customer experience projects and programs regularly.
Conduct agent interviews to assess customer service orientation and trainability in communication skills.
Create a positive work environment by acknowledging agent and team contributions, soliciting input, and offering personal assistance when needed.
Conduct special induction sessions for new hires to familiarize them with company culture and their work.

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.

About the Company

EXL

Analyzes business data and runs outsourced operations

EXL analyzes business data and runs outsourced operations for insurers, healthcare payers, banks, retailers, and other large organizations. Its teams combine industry expertise with data engineering and AI to handle tasks such as claims processing, payment reviews, customer service, and finance within existing technology environments. The company also builds software, including LifePRO, which manages insurance policies, and EXLdata.ai, which connects fragmented data for use in AI systems. Clients pay for consulting projects, ongoing managed services, and software delivered through the cloud. EXL was founded in 1999 and is headquartered in New York City.

Company size: 10,001+
Company stage: IPO
Headquarters: New York City, New York
Founded: 1999

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