Customer Experience Training & Performance Coach

At UL, customers are core, and as a result, all responsibilities will center around improving the customer experience. In the role of Senior Customer Service Coach & Trainer, you will be responsible for providing guidance to Customer Service agents, helping improve agent performance, and enhancing customer experience quality. You will spend time one-on-one with agents or in group sessions, offering guidance, feedback, examples, and best practices across multiple products. This position reports to the Customer Service Supervisor.



• Leadership and Training:





+ Provide guidance and support to agents via Teams channels, assisting them with queries for effective and efficient customer resolution



+ Liaise with team leaders and managers to conduct on-the-job coaching and training



+ Deliver ad-hoc and structured training sessions to new and existing staff to further develop and improve perfo...