.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