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.
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.
Internal:
- Candidates must have minimum 6 months tenure in EXL and in the current role.
- Should not be on PDP/Disciplinary action within 6 months from date of NOD. Please see Progressive Disciplinary Policy for further details.
- Should not be on PIP during the time of application.
- Candidates must have 3.5 & above rating (Goal & Competency or Composite Rating)
- Must have no issues on Attendance and Reliabilities.
- College graduate – preferably Nursing, Psychology, Mass Communications, or Education.
- Positive feedback from local leadership and their leadership teams.
Skills Required
- Minimum 6 months tenure in EXL and in the current role
- Not on PDP/disciplinary action within 6 months from date of NOD
- Should not be on PIP during the time of application
- Must have 3.5 & above rating (Goal & Competency or Composite Rating)
- No issues on attendance and reliabilities
- College graduate
- Degree preferably in Nursing, Psychology, Mass Communications, or Education
- Positive feedback from local leadership and their leadership teams
What We Do
Choosing a digital partner is about more than capabilities — it’s about collaboration and character. Unrealistic overhauls and off-the-shelf products ignore what matters most — your unique needs, culture, goals, and your legacy data and technology environments. At EXL, our collaboration is built on ongoing listening and learning to adapt our methodologies. We’re your business evolution partner—tailoring solutions that make the most of data to make better business decisions and drive more intelligence into your increasingly digital operations. Whether your goals are scaling the use of AI and digital, redesign operating models, or driving better and faster decisions, we’re here to partner with you to help you gain—and maintain—competitive advantage with efficient, sustainable models at scale. Our expertise in transformation, data science, and change management helps make your business more efficient and effective, improve customer relationships and enhance revenue growth. Instead of focusing on multi-year, resource- and time-intensive platform designs or migrations, we look deeper at your entire value chain to integrate strategies with impact. We use our specialization in analytics, digital interventions, and operations management—alongside deep industry expertise — to deliver solutions that help you outperform the competition. At EXL, it’s all about outcomes—your outcomes—and delivering success on your terms. Share your goals with us and together, we’ll optimize how you leverage data to drive your business forward. For more information, visit www.exlservice.com.
