Training - MEX - Mentoring Advocate

CR England; Santiago de Querétaro; On-site; MXN 180,000 - 240,000; Full time

Job summary

CR England is seeking a dedicated Mentoring Advocate to support our driver mentoring program in Querétaro. You will coordinate with driver managers, nurture mentees through onboarding, and keep them engaged until upgrade to qualified driver status.

Responsibilities include handling inbound/outbound calls, payroll postings, and ensuring mentees complete eLearning modules on schedule while maintaining safety standards.

Qualifications

• Proven ability to provide feedback and work with mentees from diverse backgrounds.
• Excellent customer service mindset with strong communication skills.
• Ability to work under pressure in a fast-paced environment and on Saturdays/holidays.
• Proficiency in Excel and Outlook; basic knowledge of Microsoft Office 365.

Responsibilities

• Answer inbound calls from the mentoring mainline to resolve issues for mentees.
• Make outbound calls to follow up on mentee progress and wellbeing.
• Make outbound calls to inactive drivers to reduce inactivity.
• Mentee pay coding and payroll postings.
• Ensure mentees complete eLearning modules and meet upgrade requirements.
• Coordinate with driver managers to route mentees for CDL upgrade and resolve issues.
• Keep mentees engaged by daily outreach while waiting for placement.
• Redirect mentees' requests to appropriate departments (HR, Payroll, Safety, etc.)
• Arrange lodging/transportation for mentees when necessary.
• Coordinate with UG supervisors on readiness for UG or safety evaluations.

Skills

Customer Service

Proactive

Teamwork

Empathetic personality

Feedback

Under pressure

Fast-paced environment

Sat/holiday availability

Tools

Excel

Outlook

Microsoft Office 365

Job description

Due to our exponential growth, we're looking for our next:

Mentoring Advocate

Shift: 8:00 AM - 5:00 PM

Role Purpose:

Make sure our new hires finish their mentoring process until upgrade.

Duties and Responsibilities:

• Answer inbound calls from the mentoring mainline to solve any issues that may come up with the mentor during the mentoring process.
• Make outbound support calls to follow up with mentee’s progress and wellbeing throughout the whole mentoring process.
• Make outbound calls to inactive drivers whether they got off their truck or are waiting for placement/upgrade and keep a minimum amount of inactive drivers.
• Mentee pay coding and payroll postings.
• Make sure mentees are working on their eLearning modules and that they meet all of the requirements to become a company’s qualified driver.
• Be in constant communication with driver managers and work together on routing mentee’s to pick up their CDL and for upgrade as well as solving any issue that may come up during their mentoring process or that could prevent mentees from driving and delivering loads on time.
• Keep mentees engaged by calling them every day while they are waiting for placement.
• Make sure the mentees know and follow the key safety principles by utilizing these during their support calls and go over safety best practices.
• Redirect mentee’s requests to the appropriate department. (DOT Com, COVID Response Team, HR, Payroll, Worker’s Compensation, Safety, Upgrade supervisors, etc.)
• Work with mentor leads to make sure the mentee’s stay on track until they finish their mentoring and resolve conflicts in between mentor and mentee.
• Be on top of incoming emails to reply when necessary and in a timely manner.
• Arrange logistics of lodging and transportation of mentees when necessary.
• Negotiate with mentees to prevent them from potentially becoming inactive and perform retention labor with those mentee’s willing to quit.
• Be in constant communication with the placement coordinators to make sure mentees are assigned to the correct fleet and bucket.
• Coordinate with UG supervisors when a mentee is ready for UG or needs a skills / safety evaluation.
• Submit mentees’ terms when needed

Knowledge, skills, experience & education:

• Very knowledgeable in computer software and hardware, able to work on Saturdays and holidays, excel & outlook proficiency, ability to provide feedback and work with all types of mentees, being able to work under pressure.
• -Customer Service approach
• Proactive
• A strong sense of urgency and teamwork
• Knowledge on Microsoft office 365 (Basic)
• Empathetic personality
• Easy to get and provide feedback
• Willingness to work on fast paced environment.