Contact Center Manager in Manchester

Be a part of our mission! As a world leader in creating comfortable, sustainable, and efficient climate solutions for buildings, homes and transportation, it's our responsibility to put the planet first. For us at Trane Technologies, sustainability is not just how we do business—it is our business. Do you dare to look at the world's challenges and see impactful possibilities? Do you want to contribute to making a better future? If the answer is yes, we invite you to consider joining us in boldly challenging what's possible for a sustainable world.

Where Is The Work

Working under the guidance of the Fleet Operations Manager, the main aim of a Fleet Contact Centre Manager is to provide excellent customer service; to meet and exceed their customer’s requirements and KPI’s whilst being responsible for overseeing the call center advisors in the absence of the manager.

To Shape and build a team that delivers outstanding customer experience

What You Will Do

• Ensure all inbound calls to the Customer Service Centre within KPI prioritising workflow to maximize time efficiency, to meet productivity & quality targets.
• Deliver exceptional customer service across the board by achieving on-time delivery, product excellence and adherence to customer requirements.
• Build close working relationships with the suppliers/internals to promote co-operation and ensure utilisation and optimisation of work allocation.
• Make sure all customers KPI’s and SLA’s are met when dealing with all requests.
• Support the management team with any tasks/requests as required by the demands of the Service Centre.
• Generate and distribute essential daily reports.
• Maintain a comprehensive working knowledge of procedures and system requirements in order for KPI’s to be met and ensure these are implemented within the team.
• Ensure all warranty items are issued to correct suppliers within reasonable timescales.
• Make accurate frontline decisions within a timely manner, ensuring correct placement of vehicles whilst maintaining cost controls.
• Responsible for the movements of broken-down vehicles and replacement vehicles (spares) to cover within KPI and SLA time frames.
• Assist the Fleet Operations Manager in the training of new staff and the ongoing training of the current staff when changes are made to the current procedures/system.
• Chase Suppliers on the timely completion of jobs, keeping VOR within KPI.
• Participate in meetings with the management team to improve procedures within the business.
• Create and manage team objectives in line with the company policy and ensure your team is motivated.
• Recruit, lead, develop and motivate a team of direct reports.
• Update notes on system to reflect status of jobs and log any calls received to and from customers. Keep customer informed at all times of status of repair of vehicle and adhere to any queries from the customer in a timely manner.
• Acting as the key contact for the management team and customer within call centre operating hours.
• Be accountable for ensuring we are always within the relevant performance KPI’s and take action to improve this immediately if falling behind.
• Implement new better simpler more cost-efficient ways of working.

What You Will Bring

• Previous working experience within a customer orientated, service environment, preferably within the automotive industry.
• Knowledge of vehicle parts would be an advantage.
• Previous experience of supervising or leading a team desirable but not essential.
• Ability to prove and demonstrate your experience in the provision of high levels of customer satisfaction.
• Excellent computer literacy, a working knowledge of Kerridge or R2C is preferable.
• Ability to work as part of a team and on your own.
• Attention to detail. Must be flexible and motivated.
• Ability to communicate information clearly both verbally and in writing.
• Professionally presented and possess a good work ethic.
• Ability to make confident, accurate decisions in the absence of the fleet operations manager and lead the team, assisting with the rota, dealing with complaints/difficult situations and ensuring there is sufficient cover within the call centre at all times.

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.