Customer Service Performance Optimization Manager

Carrier Global Corporation

Not specified; not specified; competitive benefits...
5+ years customer service operations experience
Fluent english and spanish communication skills
Hands-on salesforce crm experience
The role empowers teams through high-impact onboarding, actionable quality insights, and performance analytics to directly improve the customer experience

Job Summary

  • The role empowers teams through high-impact onboarding, actionable quality insights, and performance analytics to directly improve the customer experience.
  • Responsibilities include overseeing quality assurance monitoring, analyzing performance metrics, and providing insights for forecasting and capacity planning.
  • Carrier offers competitive benefits including health insurance and professional development opportunities to enhance employee engagement and career growth.

Matching Summary

The role empowers teams through high-impact onboarding, actionable quality insights, and performance analytics to directly improve the customer experience.

Salary

Not specified; Not specified; Competitive benefits programs offered

Skills & Requirements

Must-have

  • 5+ years customer service operations experience
  • Fluent English and Spanish communication skills
  • Hands-on Salesforce CRM experience
  • Working knowledge of SAP systems
  • Proficiency with contact center QA platforms

Nice-to-have

  • Experience in high-volume contact center environment
  • Knowledge of adult learning principles
  • Advanced Excel or business intelligence skills
  • Experience partnering with Workforce Management teams

Key Requirements

  • Minimum 5 years experience in customer service operations or quality
  • Valid US Visa required
  • Strong analytical skills with experience interpreting performance metrics

Work Rights

Must have valid US Visa

Tailored Resume

Cover Letter