Senior Executive-Customer Care Voice-Inbound at EXL South Africa

Job Description

• CARE Specialist: 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.

Responsibilities: 

• 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.

Qualifications

Competencies Required:

• Strong communication and organization skills
• Experience in coaching and training skills
• Ability to communicate effectively to a variety of audiences
• Ability to work with minimum supervision and in a continually challenging environment
• Deep understanding, appreciation and demonstration of world-class customer service
• Knowledge of MS Office – Excel, PowerPoint, Word

Functional:

• Leads engagements at vertical / program / client level
• Understands business requirements and provides appropriate solutions to benefit the business
• Has the ability to identify superior improvement opportunities
• Knowledge of quality assurance, process improvements, domain, etc
• Monitoring and Reviewing

Leadership:

• Fosters a spirit of collaboration and team work
• Ability to relentlessly pursuing excellence

General:

• Conformance to policies / compliances with auditing skills and eye for details
• Ability to coach and give feedback on an ongoing basis.
• Interviewing skills
• Strong written and verbal communication Skills.
• Problem solving skills
• Ability to resolve conflicts constructively and lead in a continually challenging environment