About Carrier

Carrier Global Corporation, integral 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 r

📌 Customer Service Performance Optimization Administrator (Monterrey)
🏢 Carrier
📍 Monterrey