At Trane TechnologiesTM and through our businesses including Trane® and Thermo King®, we create innovative climate solutions for buildings, homes, and transportation that challenge what's possible for a sustainable world. We're a team that dares to look at the world's challenges and see impactful possibilities. We believe in a better future when we uplift others and enable our people to thrive at work and at home. We boldly go.
**Job Summary:**
Responsible for leading and improving the day-to-day customer service support of our active and retired hourly manufacturing and field associates from LATAM region..
**Responsibilities**:
- Manage the HR Solutions Employee Contact Center in the creation of improved processes, standards, and support to enable the tactical day to day operations, customer experience and issue resolution.
- Manage day-to-day team in demand and in-bound HR related concerns from customers.
- Partner with departments across the HRS organization to develop and improve key performance indicators (KPI's) in alignment with the organization's strategy.
- Produce and review standard reports (ownership of MDI set up)
- Provide support as needed in problem resolution, transaction processing and data management
- Coach, and develop team members in how to ask several questions to analyze root cause of concerns by the customer and communicate resolutions to participant inquiries via phone or written correspondence.
- Provide additional support on special projects and other escalated tasks, as needed.
- Assist in training new employees, focusing on the "why" and the "how"
- Identify trends or potential questions employees will ask, create and provide FAQ for employees and contact center representatives
- Assist in the development or revision of standard work for work flows within the department.
- Maintain appropriate staffing levels for the department by analyzing seasonal demand
**Qualifications**:
- Bachelor's Degree with experience in HR, focusing on customer experience.
- Knowledge of fundamentals of corporate benefits offerings, policy, procedures and/or training.
- Strong mathematical, analytical, and problem-solving skills.
- Excellent communication and interpersonal skills with the ability to build trusting relationships quickly over the phone and in person (verbal/written)
- Ability to organize, set priorities, work independently and complete multiple projects/tasks with established deadlines.
- Maintain high level of confidentiality.
- Project management experience a plus.
- Able to drive enterprise strategies and to coach effectively, with excellent listening skills
- Strong ability to understand issues brought by contact center representatives and provide solutions
- Proficient in Microsoft Excel, PowerPoint, and Word.
**Key Competencies**:
We offer competitive compensation and comprehensive benefits and programs. We are an equal opportunity employer; all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, pregnancy, age, marital status, disability, status as a protected veteran, or any legally protected status.
