Job description
Join EXL Services as a CX Trainer for the Travel Account and play a pivotal role in shaping exceptional customer experiences for travelers. Based in the vibrant MOA area of Pasay City, this role trains and coaches frontline agents to deliver best-in-class service across all travel-related touchpoints, including bookings, itineraries, issue resolution, refunds, and policy inquiries. You will design, develop, and deliver engaging training programs, onboard new agents, and ensure compliance with service level agreements (SLAs) while fostering a culture of continuous improvement. Collaborating with operations and quality teams, you will translate complex travel processes into practical curricula that empower agents to handle inquiries with confidence, empathy, and accuracy. You will also lead knowledge-sharing sessions, create microlearning modules, and maintain a robust knowledge base to support peak periods and product launches.
As a CX Trainer, you will act as a subject-matter expert on travel processes, policies, and tools such as CRM platforms, ticketing systems, and policy manuals. You will leverage learning management systems, analytics dashboards, and feedback loops to measure training effectiveness, optimize content, and drive performance. You will coach supervisors and agents, deliver timely feedback, and monitor performance trends to identify coaching needs. This role requires strong communication and facilitation skills, resilience in a fast-paced environment, and a passion for developing others. If you are motivated by crafting measurable improvements in customer satisfaction and agent capability, this is your opportunity to influence the travel customer experience on a global scale.
Responsibility
- Lead the design, development, and delivery of comprehensive CX training programs for the travel account.
- Onboard and train new hires, ensuring mastery of travel processes, policies, and tools.
- Facilitate live and virtual training sessions across multiple shifts and locations.
- Coach agents through performance coaching, call shadowing, and feedback sessions to improve QA scores, CSAT, and efficiency.
- Monitor and report training effectiveness using metrics and dashboards; adjust programs based on data.
- Collaborate with operations, quality, and product teams to implement process improvements.
- Maintain and update training materials, knowledge base, and standard operating procedures.
- Ensure adherence to SLAs and quality standards in all training deliverables.
Qualification
- Bachelor's degree in Communications, Education, Business, or a related field.
- Proven experience as a trainer or coach in a BPO environment, preferably with travel or hospitality domains.
- Strong presentation, communication, and facilitation skills; ability to engage diverse audiences.
- Experience with LMS platforms and e-learning development; proficient with MS Office and data analytics concepts.
- Knowledge of travel processes, policies, and tools; ability to translate complex processes into clear curricula.
- Ability to work on-site in Pasay City with flexible scheduling and a customer-centric mindset.
- Analytical mindset with ability to monitor metrics and drive continuous improvement.
- High-energy, patient, and coachable with a passion for helping others grow.