Senior Executive

2 days ago

Pune, Maharashtra, India EXL IT service management Full time
Job Description

Key Responsibilities:

- Facilitate comprehensive process and communication skills training for new hires, focusing on chat, email, and voice customer service channels.

- Provide hands-on floor support and coaching to agents during their initial live sessions, ensuring smooth transition and confidence.

- Conduct regular assessments and knowledge checks to evaluate agent performance deliver constructive feedback to promote continuous improvement.

- Perform Training Needs Analysis (TNA) to identify gaps in agent skills, particularly in communication and soft skills, and design targeted interventions.

- Develop and update training materials, including manuals, guides, presentations, and e-learning content, tailored to multichannel customer service environments.

- Collaborate closely with subject matter experts (SMEs) to ensure training content is accurate, relevant, and aligned with current business processes.

- Customize training sessions to address the unique needs of different teams, focusing on enhancing communication effectiveness and customer experience.

- Deliver training through diverse formats such as in-person workshops, virtual sessions, and one-on-one coaching tailored to individual learning styles.

- Assess trainees understanding and practical application of skills using quizzes, hands-on exercises, and real-time simulations.

- Gather and analyze feedback from trainees to continuously refine training methods and content.

- Monitor and report on training progress, agent performance improvements, and overall training effectiveness to management.

- Stay informed on industry best practices, emerging trends in customer service, and new communication tools to keep training materials current.

- Identify process and communication gaps within teams and propose actionable improvements to enhance overall service quality.

- Work closely with quality assurance teams to ensure training aligns with quality standards, compliance requirements, and regulatory guidelines.

- Maintain meticulous records of training activities, attendance, assessments, and completion metrics.

- Prepare detailed reports on training outcomes and recommend strategies for ongoing development and upskilling.

Qualifications & Experience:

- Proven experience in delivering communication and soft skills training within a customer service environment.

- Hands-on experience training across multiple channels, including chat, email, and voice support.

- Strong understanding of customer service operations, challenges, and performance metrics.

- Excellent interpersonal and coaching skills, with the ability to motivate and engage diverse learner groups.

- Familiarity with training tools, Learning Management Systems (LMS), and e-learning content development.

- Ability to analyze training effectiveness and implement continuous improvement strategies.

- Strong organizational skills with attention to detail in documentation and reporting.

- Prior experience working closely with quality assurance or compliance teams is a plus.

TTT Certified preferred.

Needs to be felxible with shifts/WO.

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