Short Description of the Role

• 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.

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.

Qualifications:

• Finished at least 2 years of college level with no back subjects

• At least 2 years in the BPO setting

Please refer to job description.