Customer Experience Specialist/ Trainer

Position Overview
The primary role of the job is to advocate world-class customer experience to front-liners and support members of the program. The job focuses on coaching and training customer experience soft skills essential in enabling our front-liners to connect better with customers and demonstrate excellent overall call handling. The job also focuses on aligning and coordinating with support members and leadership, and on assisting the CE AM/LAM 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 the company and its potential clients.
- CELEBRATIONS (Customer Experience) Program is comprised of:
  - Customer Experience New Hire Training
  - EXCEED Coaching program
  - EXCEL Learning sessions
  - Tribal Welcome
  - The Pulse
  - Your Voice Matters (YVM) FGD sessions
  - Engagement activities
Facilitate final interview and call simulation for agent candidates to gauge customer service orientation and communication skills trainability.
Develop and facilitate Customer Experience training for new-hire agents.
Help the CE lead facilitate, oversee or coordinate the CELEBRATIONS program and other relevant projects in the assigned account/s.
Audit calls of new-hire and BAU agents to identify behaviors, coaching and learning needs on soft skills pertinent to call handling and customer experience.
Conduct one-on-one coaching with new-hire and BAU agents to develop or enhance ideal customer experience behaviors and improve their quality scores, CSAT, etc.
Develop training materials, activities and assessments based on client updates; feedback from surveys; and results from new-hire assessments and PKTs.
Facilitate customer experience or soft skills learning sessions BAU agents and frontline leads and support.
Help the CE leads prepare for and/or conduct learning and development sessions for support.
Help the CE leads gather, measure and analyze data to gauge the effectiveness of new-hire trainings and the CELEBRATIONS program on a regular basis.
Protect the confidentiality of client information and the company, and adheres to company policies.
Ensure compliance with internal policies and procedures, external regulations and information security standards.
Create a positive work environment by acknowledging agent and team contributions, soliciting input, and offering personal assistance, when needed.

Competencies Required:

Excellent oral and written English
Excellent 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

Qualifications (External Candidates):

At least 1-year BPO experience, preferably in FNOL (First Notice of Loss) or Insurance Claims
At least 1-year training or coaching experience, preferably in Customer Experience

College graduate or diploma with minimum of 15 years of education
See competencies required

Remarks:

Should be flexible to work in 24*7 environment
Need to work from office for duration of transition – first 3 to 6 months from joining
Should be open to work from office or home depending on business requirement once the process moves to BAU