Customer Service Performance Optimization Administrator

About Carrier

Carrier Global Corporation, global leader in intelligent climate and energy solutions, is committed to creating innovations that bring comfort, safety and sustainability to life. Through cutting-edge advancements in climate solutions such as temperature control, air quality and transportation, we improve lives, empower critical industries and ensure the safe transport of food, life-saving medicines and more. Since inventing modern air conditioning in 1902, we lead with purpose: enhancing the lives we live and the world we share. We continue to lead because of our world-class, inclusive workforce that puts the customer at the center of everything we do. For more information, visit corporate.carrier.com or follow Carrier on social media at @Carrier.

About the role

Carrier’s Customer Care Center, located in Monterrey, is a large, fast-paced customer contact center that services a US customer base through phone, chat, and email contact. Reporting to the Performance Optimization Site Lead, you will be part of a highly productive and energetic team that is passionate about our customers. If you thrive in a high-energy atmosphere and are eager to contribute to our mission by monitoring, coaching, and retraining agents for Customer Service excellence, then this opportunity is tailor-made for you

Key Responsibilities

• Responsible for monitoring Customer Service calls and emails to ensure agents are providing quality customer service to our customers, adhering to Carriers policies and procedures

• Conduct live monitoring with real time feedback for all new hire agents.

• Evaluate and score calls, emails and chats based on predefined criteria using WFM technology

• Based on monitoring results, identify areas of strength and opportunity, provide feedback, coaching, and re-training to agents with the goal of improving overall customer experience while maintaining adherence to compliance and regulatory guidelines.

• Provide expert guidance and recommendations regarding the processes, policies, and procedures in Customer Service.

• Build trusting partnerships with managers & supervisors to update them on the status of each agent, reporting quality scores as well as scores for each individual skill.

• Identify and escalate immediate potential risks or quality concerns directly to the agent’s supervisor.

• Analyze QA results monthly to identify broader training opportunities for Customer Service.

• Facilitate and / or attend monthly call calibrations with business lines to discuss trending and opportunities for improvements through subject matter expertise.

• Proactively identify opportunities for improvement that add value to the business objectives and enhance the customer experience.

• Provide recommendations to the Training Manager regarding new content or updates to existing content.

Required Qualifications

• Bachelor degree on Bussiness Administration or Industrial Experience

• 3+ years of experience providing Customer Service

• Comunication Skills

• Bilingual

• Experience giving Cpaching and feedback

Preferred Qualifications

• Experience providing Customer Service in a call / contact center environment.

• Experience providing coaching and feedback.

• Experience in navigating difficult feedback situations.

• Experience using Salesforce, SharePoint, CTI.

• Experience in the HVAC (Heating/Ventilating/Air Conditioning) industry.

• Proficient in the utilization of WFM software such as Virtual Observer, Outlook, Excel, and PowerPoint.

• Comfortable with public speaking and engaging and motivating others.

• Excellent written and verbal communication skills.

• Ability to multi-task in a fast-paced environment.

• Diligent attention to written, visual, and organizational detail.

• Outstanding follow-through skills to support on time delivery of projects.

Carrier is An Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or veteran status, age or any other federally protected class.

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