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.