The Hertz Corporation VP Contact Center Operations in Bannockburn, Illinois

General Responsibilities

The Vice President Contact Center Operations is a critical leadership role in the organization, reporting directly to the Senior VP of Customer Experience. The primary objective is to maximize Contact Center effectiveness, with a significant focus on Customer Experience. Leading the team to excellence through productivity attainment and initiative deployment for all team members through highly effective coaching and leadership. Additional activities include ensuring effective administration of quality assurance initiatives, achievement of quality targets, assessing contact handling processes to improve productivity, monitor and develop reporting on operational performance metrics and take actions to remediate issues that impact goal attainment. Managing team member resources and ensuring contact center technology is functioning as designed are also a critical component of this position.

  • A resilient focus on employee development through continuous coaching and feedback.

  • Proven background in improving the customer experience, achieving budget targets, and improving operational performance.

  • Excellent strategic, analytical, and problem-solving skills with a proven track record of high performance in a fast-paced environment.

  • Outstanding collaboration skills with proven ability to work across the organization to accomplish shared goals.

  • Robust attention to detail with the ability to organize, prioritize, and multitask effectively.

  • Analyzes operations of the contact center and oversees any efficiency improvements.

  • Demonstrated experience in change leadership.

  • Strong team player with proven experience in developing high-performance teams

  • Excellent influencing skills, verbal and written communication and relationship management skills.

  • Ability to create a growth and performance focused culture

  • Establish, monitoring and reporting on annual and monthly objectives that are both stretching and achievable.

  • Implements and reviews policies and operating structure of the contact center to achieve the strategic objectives.

  • Identifying areas of improvement in operational efficiency and provide leadership through the development of monitoring of department performance.

  • Must have highly developed analytical skills and proven ability to conduct root cause analysis as well as a demonstrated ability to lead activities for team.

Mandatory Requirements

  • Bachelor’s degree in a business related field required

  • 8-10 years contact center management experience

  • Computer skills (Word, PowerPoint, Excel, and Visio)

  • Excellent written, oral, and presentation skills

  • Skilled in speaking in front of people at all levels

  • Creativity and ability to think outside of the box

  • Ability to multitask

  • Travel to vendor and customer sites is required as needed

  • Lean or Six Sigma experience (preferred)

  • 4-8 direct reports that manage a team of 70

  • Call Center Certifications (preferred)

Preferred Requirements

EEO/AA: Females/Minorities/Disabled/Vets

Job ID 138253

# Positions 1

Location US-IL-Bannockburn

Posted Date 7/26/2017

Division Donlen