Customer Experience Training Specialist- Latam

hace 6 días

Ciudad de México Warner Bros. Discovery A tiempo completo

**_Welcome to Warner Bros. Discoverythe stuff dreams are made of._****Who We Are**When we say, “the stuff dreams are made of,” we’re not just referring to the world of wizards, dragons and superheroes, or even to the wonders of Planet Earth. Behind WBD’s vast portfolio of iconic content and beloved brands, are the _storytellers_ bringing our characters to life, the_ creators_ bringing them to your living rooms and the _dreamers_ creating what’s nextFrom brilliant creatives, to technology trailblazers, across the globe, WBD offers career defining opportunities, thoughtfully curated benefits, and the tools to explore and grow into your best selves. Here you are supported, here you are celebrated, here you can thrive.**Your New Role**:**Your Role Accountabilities**- Serve as one of the primary customer experience contacts for internal stakeholders and external partners in LATAM.- Collaborate with cross-functional teams (CX, Product, Marketing & Legal) to ensure seamless events and launches.- Optimize and share the CX upcoming launches and events calendar for external workforce management support.- Understand the end-to-end customer experience for a launch, from backend through frontend updates, with ability to translate this understanding into inputs for support material preparation.- Develop and implement customer service strategies that align with local cultures and business practices.- Reinforce performance metrics and service level agreements (SLAs) tailored to LATAM market needs.- Design and execute comprehensive training programs for customer support teams across LATAM regions, focusing on product knowledge, customer handling skills, and local market nuances.- Develop and maintain quality standards that align with company objectives and customer expectations.- Regularly assess and analyze customer interaction and service quality, making adjustments to training and procedures as necessary.- Implement ongoing quality assessment programs including live and recorded call monitoring, customer feedback analysis, and performance reviews.- Regularly report on service quality and operational metrics to senior leadership, providing insight and recommendations for improvements.- Translate training material from English to Spanish and Portuguese**Qualifications & Experience**- Bachelor’s degree in Business Administration, Communications, or a related field.- 3+ years of experience in customer service management, particularly focusing on market launch and operations scaling.- Proficiency in English, Portuguese, and Spanish is mandatory.- Strong understanding of Latin American markets, customer behavior, and regulatory environments.- Experience in developing and implementing training and quality programs.- Excellent organizational, adaptation, and communication skills.- Proven ability to work with cross functional teams in a multicultural and multilingual environment.- Strong analytical and problem-solving skills with a focus on continuous improvement.- Work autonomously, while still functioning in a team environment.- Able to quickly pivot and be flexible if priorities and launch dates change.**How We Get Things Done****Championing Inclusion at WBD

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