Position Overview
The primary role of the job is to educate and produce competent staff to deliver client-set requirements. The job focuses in transferring process knowledge and its related skills essential to accomplish tasks needed for production. It is also responsible for providing assistance in the following: developing and improving the process-specific curriculum, conducting training needs analysis, creating content to meet the client-set updates, organizing cross- and up-skill training, and reporting to process owners.
ResponsibilitiesClassroom Management/Modules/Up-training/Initiatives/Quality
- Lead and co-lead new hire classes and continuing education training for both new hire trainees and tenured agents
- Monitors and completes daily attendance tracking during the entire process training until nesting
- Formulates effective activities, exercises or assessments for learning improvement
- Monitors and evaluates operations, programs, processes and/or practices for quality and effectiveness; make recommendations for improvement
- Ensure compliance to client and organizational policies and procedures
- Maintains consistent and professional communications skills with supervisor, manager, operations management, peers and trainees/agents
- Deliberate to identify new hires’ needs in training and nesting
- Monitor trainees’ post-nesting performance for the first 3 months after being endorsed to operations
- Deliver the training content/context based on the agenda/curriculum
- Demonstrate effective leadership to individuals including new hires and tenured agents
- Implement and demonstrate efficient training methods
- Collaborate with the team for effective knowledge and skills transfer indispensable to the process and business needs
- Participate in client calls and visits with the supervisor’s guidance
- Collaborate with the quality and operations teams for process improvement
- Conduct team huddles and provide floor and online support on process updates
- Develop and implement an effective system for process updates as and when required by the process/clients
Education Requirements
Minimum of 14 years of education.
Work Experience Requirements
Minimum 3 years of work experience in Business Process Off-shoring. Should have at least one year of training experience in international Voice business, preferably in Insurance industry. Medical background is a plus.
Competencies Required:
- Ability to transfer knowledge, develop and motivate a team
- Understanding of end-to-end processes and appreciation of critical parameters
- Ability to work in a continually challenging environment
- Ability to communicate effectively to a variety of audiences
- Good written and verbal communication skills
- Great customer service skills
- Basic knowledge of MS Office – Excel, PowerPoint, Word
- Well organized; Strong organization and time management skills
- With good leadership background
Skills Required
- Minimum of 14 years of education
- Minimum 3 years of work experience in Business Process Off-shoring (BPO)
- At least 1 year of training experience in international Voice business
- Experience in Insurance industry
- Medical background
- Ability to transfer knowledge and develop/motivate a team
- Understanding of end-to-end processes and critical parameters
- Good written and verbal communication skills
- Customer service skills
- Basic knowledge of MS Office (Excel, PowerPoint, Word)
- Strong organization and time management skills
- Demonstrated leadership background
EXL Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about EXL and has not been reviewed or approved by EXL.
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Healthcare Strength — Medical plan options include HSA, HRA, and PPO choices, with additional health-related programs such as disability coverage and an employee assistance program. Feedback suggests these options provide meaningful flexibility and coverage breadth for many roles.
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Leave & Time Off Breadth — Up to 20 days of paid time off, plus federal holidays and paid sick and safe time, are highlighted. Feedback suggests this leave structure is a notable benefit alongside core compensation.
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Retirement Support — A traditional and Roth 401(k) with up to a 3% company match and full vesting after one year is described. Feedback suggests this match and vesting timeline help bolster long-term savings.
EXL Insights
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.
