About CarrierAbout Carrier Carrier General 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 or follow Carrier on social media at @Carrier.
About the roleCarrier’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 pro

📌 Customer Service Performance Optimization Administrator (Monterrey)
🏢 3287 Sss Carrier, De C.V.
📍 Monterrey