Job Description
The primary role of the job is to advocate world class customer experience to front liner with expertise in educating and producing competent staff to deliver client-set requirements. The job focuses in coaching and training soft skills combined with transferring process knowledge to accomplish task needed in production while building better connections with customers in demonstrating overall excellent call handling. It also focuses on providing assistance in developing and improving the process specific curriculum, conducting training needs analysis, creating content to meet the client-set updates, organizing cross and up-skill training and reporting to process owner. Hence, is also responsible on aligning and coordinating with support member and leadership and on assisting customer experience AM in training support members of champion CE to everyone in the account through monitoring and coaching as well as participation in CE projects.