The Role
Coach and train front-line agents and support staff on customer experience, soft skills, voice and accent, and call handling. Monitor calls, conduct one-on-one coaching and group learning sessions, develop training materials (including Foundation Skills Training), assist in data measurement and CE projects, conduct interviews for hireability, ensure confidentiality and compliance, and run inductions for new hires.
Summary Generated by Built In
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.
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.
Skills Required
- Monitor agent calls to identify coaching and learning needs
- Conduct one-on-one coaching to improve customer experience behaviors
- Deliver learning sessions on customer experience for agents and support
- Develop training materials and conduct Foundation Skills Training when needed
- Gather, measure, and analyze data to evaluate CE program effectiveness
- Conduct interviews to assess customer service orientation and communication trainability
- Protect client confidentiality and adhere to company confidentiality policies
- Ensure compliance with internal policies, external regulations, and information security standards
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The Company
