Customer Service Quality & Performance Coach

3287 SSS Carrier, S. de R.L. de C.V.; Monterrey; Presencial; MXN 260.000 - 420.000; Jornada completa

Descripción de la vacante

Carrier Global Corporation in Monterrey operates a fast paced Customer Care Center serving a US customer base. You will monitor calls, emails and chats, coaching agents to meet quality standards and improve overall customer experience.

This role reports to the Performance Optimization Site Lead and focuses on training and QA activities. Ideal candidates have 3+ years in customer service, strong coaching skills, bilingual English/Spanish, and experience with Salesforce, SharePoint, CTI and WFM

Formación

• Bachelor's degree in Business Administration or related field.
• 3+ years in customer service with coaching and feedback.
• Bilingual English/Spanish with ability to coach and give feedback.

Responsabilidades

• Monitor calls and emails to ensure quality service and policy adherence.
• Provide real-time feedback and coaching to new hires.
• Score interactions using WFM technology and report results.
• Identify training opportunities and coordinate with Training Manager.

Conocimientos

Customer service

Coaching & feedback

Bilingual English/Spanish

Salesforce

SharePoint

CTI

HVAC exp

WFM software

Public speaking

MS Office

Educación

Bachelor's degree in Business Administration

Herramientas

Salesforce

SharePoint

CTI

Virtual Observer

Outlook

Excel

PowerPoint

Descripción del empleo

Carrier Global Corporation in Monterrey operates a fast paced Customer Care Center serving a US customer base. You will monitor calls, emails and chats, coaching agents to meet quality standards and improve overall customer experience.

This role reports to the Performance Optimization Site Lead and focuses on training and QA activities. Ideal candidates have 3+ years in customer service, strong coaching skills, bilingual English/Spanish, and experience with Salesforce, SharePoint, CTI and WFM