Assistant Manager - Customer Experience

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 EXL and its potential clients.
• Help the CE LAM and/or CE SAVP run, oversee or coordinate the CELEBRATIONS program and its projects in the assigned account/s.
• 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.
• Develop training materials, activities and assessments.
• 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 LAM and/or CE SAVP prepare for and/or conduct learning and development sessions for support.
• Help the CE LAM and/or CE SAVP gather, measure and analyze data to gauge the effectiveness of the CELEBRATIONS program and its parts/projects on a regular basis.
• Conduct agent interviews to gauge customer service orientation and communication skills trainability.
• Conduct coaching with CE Specialists to develop their skills relevant to their tasks.
• 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.

Competencies Required:

• Excellent communication and 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