Senior Executive - Customer Experience Specialist

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.