Hybrid Manager

at EXL

• Job title: Manager
• Job type: Full Time
• Experience level: Mid level, Senior
• Salary: Not specified
• Degree requirement: Associate's Degree
• Location requirements: Hybrid, Cebu, Philippines

About the role

• Manage process trainers aligned to the process for EXL's data analytics and digital operations. Focus on coaching and mentoring trainers while ensuring compliance with internal policies and procedures.

Responsibilities

• Help the Senior Training Manager oversee or coordinate the different training requirements for the program and its projects in the assigned account/s.
• Monitor, coach and mentor trainers to help develop the required skill sets
• Develop training materials, activities and assessments.
• Facilitate training classes as needed
• Help the Senior Training Manager and/or AVP gather, measure and analyze data to gauge the effectiveness of the training program and its parts/projects on a regular basis.
• Conduct trainer interviews and strengthen bench resources through the Training Apprenticeship Program
• 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.

Requirements

• Excellent communication and organization skills
• Very good coaching and training skills
• Ability to communicate effectively to a variety of audiences
• Ability to provide and support a vision and direction
• Ability to implement projects with the highest degree of professionalism and  ensure follow through and evaluation of their effectiveness
• Ability to work with minimum supervision and in a continually challenging environment
• Ability to analyze learning needs and assist in the development of customized modules and initiatives
• Accepting a high degree of responsibility and accountability for others as well as for self
• Deep understanding, appreciation and demonstration of world-class customer service
• Understanding of end-to-end processes and appreciation of customer experience’s impact on critical parameters
• Knowledge of MS Office – Excel, PowerPoint, Word

Benefits

• EXL never requires or asks for fees/payments or credit card or bank details during any phase of the recruitment or hiring process and has not authorized any agencies or partners to collect any fee or payment from prospective candidates. EXL will only extend a job offer after a candidate has gone through a formal interview process with members of EXL’s Human Resources team, as well as our hiring managers.