Senior Contact Center Manager

About the role

The Senior Contact Center Manager is responsible for developing a contact center culture of excellence within the Roadranger Customer Experience Center, delivering industry-leading customer support and operational performance. This role leads the U.S.-based contact center team, supported by a Junior Supervisor, and serves as the backup to the Contact Center General Manager when needed.

Responsibilities

• Manage and improve department KPIs
• Maintain and monitor team performance
• Present results and insights to leadership and key customers
• Oversee customer experience coordinators (CECs)
• Conduct performance evaluations
• Manage staffing and schedules
• Provide ongoing coaching to ensure exceptional customer service, professionalism, collaboration, and technical expertise
• Support a team responsible for diagnosing and resolving technical issues related to Eaton/ECJV commercial transmissions, clutches, and performance automotive products
• Leverage customer support technologies, case management systems, warranty applications, AI tools, and telematics platforms to capture the Voice of the Customer (VOC), monitor product performance, and support proactive fleet management initiatives
• Transform customer feedback and operational data into actionable strategies that reduce warranty costs, improve customer uptime, and enhance the overall customer experience
• Manage warranty administration
• Provide technical and warranty support
• Oversee the truck down process
• Champion initiatives that increase team capability, operational efficiency, and customer satisfaction
• Represent the Roadranger Call Center, support Tech Services and warranty teams with projects, initiatives, meetings, and other product/process improvement initiatives as needed
• Support industry events (Skills USA, TMC) and university recruiting events as needed
• Develop, implement, and maintain new claim coding guidelines with product teams
• Assist in accurately determining failure root cause by utilizing diagnostic procedures, repair strategies, part requirements, labor hours and technical or other assistance related to the repair

Qualifications

• Minimum Bachelor’s Degree from an accredited institution
• Minimum 7 years technical experience in field service support, contact center, call center environments
• Minimum 5 years as a manager/supervisor
• Basic Qualifications: Knowledge of Salesforce, Minitab and/or Five9 phone systems and similar applications
• Familiarity with IT testing processes and capable of working in a dev testing environment to provide feedback during new system and process implementation
• Understanding of how to apply Erlang C processes to determine correct headcount through projected and actual inbound contacts
• Advanced knowledge of dealership/repair facility operations
• Advanced understanding of Eaton applications and operating systems
• Excellent written and verbal communication skills
• Strong prioritization skills and ability to manage multiple requests
• Willing to travel up to 15%

Skills

• Experience using data to drive decision making
• Advanced understanding of Eaton applications and operating systems
• Excellent written and verbal communication skills
• Strong prioritization skills and ability to manage multiple requests
• Willing to travel up to 15%

Benefits

Eaton offers various Health and Welfare benefits as well as Retirement benefits, and several programs that provide for paid and unpaid time away from work. Click here for more detail: Eaton Benefits Overview. Specific programs and options available to an employee may depend on eligibility factors such as geographic location, date of hire, and the applicability of collective bargaining agreements.