Senior Customer Experience Coach

hace 6 días


Tijuana, Baja California, México Usa Clinics Group A tiempo completo
Job Description

We are seeking a highly experienced Senior Customer Experience Coach to join our team at Usa Clinics Group in Tijuana, Mexico.

About the Role:

The successful candidate will be responsible for managing the onboarding of new employees and facilitating initial and ongoing training to ensure staff is knowledgeable and capable of delivering excellent customer service.

The ideal candidate will have a strong background in training and development, with experience in creating and updating training content and reference materials. They will also be skilled in developing testing and certification programs to evaluate comprehension and manage skills-based client inquiries.

In this role, you will work closely with our Quality Assurance team to ensure that staff is informed and trained in advance on company initiatives, development efforts, and policy changes. You will also be responsible for reporting plans and progress to management and coordinating activities to ensure Patient schedulers are achieving Key performance metrics.

Responsibilities:

  1. Create and update training content and reference materials, with an emphasis on e-learning and virtual classrooms.
  2. Develop testing and certification programs to evaluate comprehension and manage skills-based client inquiries.
  3. Track company initiatives, development efforts, and policy changes to ensure that staff is informed and trained in advance.
  4. Report plans and progress to management and coordinate activities with Quality Assurance.
  5. Coach and develop reports on customer service processes and best practices.
  6. Manage metrics, performance criteria, policies, and procedures to improve call center productivity continuously.
  7. Drive a culture of accountability, continuous improvement, and personal excellence.
  8. Develop and maintain strategy on ensuring customer satisfaction on all service interactions.
  9. Provide team motivation and development to maximize sales opportunities.
  10. Develop and audit quality assurance strategies to ensure the delivery of world-class service.
  11. Manage remote employees as needed.

Requirements:

  • Minimum 1 year of relevant training experience.
  • A problem-solving orientation, flexibility, and positive attitude.
  • Incredible level of organization, structure, reliability, and independence.


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