The Hertz Corporation Command Center and Performance Planning Manager in Oklahoma City, Oklahoma
The individual in this position will be responsible for managing call routing in a multi-site environment to ensure an efficient workload and workforce balance while supporting the Hertz’s MBO strategies. This role will serve as a liaison and contact for supporting internal and external vendor relationships and will work to ensure that operational plans are aligned with business objectives.
This role will optimize results through best practice implementation, continuous improvement, knowledge, competency sharing and mentoring direct reports. The individual in this position must have a strong passion for customer service and a desire to make Hertz a recognized “best in class” service organization.
Conduct staff performance reviews, assess business needs, conduct cost/benefit analysis and other operational strategy assessments.
Establish a high standard for the various KPI’s that define our organization’s success including Productivity, Utilization, Available Time, Schedule Adherence, etc…
Manage and improve center performance through performance monitoring, problem resolution, system audits and quality assurance measures.
Assist in the preparation of the annual Business Plan based on workload requirements, transactional estimates, and new projects.
Summarize, collect and analyze call center trends and data for regular performance reports.
Maintain consistent professional improvement through company provided workshops, tracking call center trends and active participation in team projects.
Lead Supervisors to achieve high standards of service performance by meeting established Customer Service KPIs, which will contribute to overall department success. Conduct weekly team and one-on-one meetings.
Ensure that the department is optimally staffed. Assess future employee turnover and conduct resource planning to contribute to manpower decisions and identify employee retention opportunities. Achieve departmental retention targets.
Demonstrate a high level of procedural/system knowledge. Use creativity and innovation to establish best practices and efficient processes. Take responsibility for own development.
Demonstrate strong, effective communication skills with all organizational levels. Ensure that employees are well informed about business and organizational changes. Develop the verbal and written communication skills of all employees dealing directly with internal or external customers.
Improve customer service quality results by studying, evaluating, and re-designing processes; establishing and communicating service metrics; monitoring and analyzing results; implementing changes.
Lead and successfully implement change and develop a culture of continuous improvement.
Demonstrate a professional image when dealing with the day-to-day operational pressures of the Customer Care organization.
Analyze trends in Hertz/Dollar/Thrifty/Firefly and drive changes with partners to improve service, increase efficiency, and reduce cost.
Be fully familiar with the Hertz Mission, Vision and Values and seek to fulfil them in your day-to-day activities.
Update job knowledge by participating in educational opportunities; reading professional publications; maintaining personal networks; participating in professional organizations.
Minimum 3 years’ experience in successfully leading and motivating a team in a fast-paced environment
Proven track record in effectively driving high performance that resulted in high levels of customer and employee satisfaction, as well as cost management
Process Improvement, Time Management, Decision Making, Managing Processes, Staffing, Planning, Tracking Budget Expenses, Analysing Information, Developing Standards, Emphasizing Excellence
Highly organized with the ability to prioritize and achieve targets
On-time project delivery experience
Ability to set goals and make decisions without day-to-day direction from superiors
Ability to manage a high volume, fast pace organization requiring high levels of interaction with team members, as well as internal and external customers
Ability to effectively lead a high-performing and engaged team using performance management, personal development, conflict resolution, and integrity.
Excellent working knowledge of Word, Excel & Power Point required.
Excellent proven communication skills – Written & Spoken
Minimum 2 years’ demonstrated experience in leading leaders on coaching and performance management and development
Knowledge of Hertz systems and procedures
Green Belt certification
Job ID 167598
# Positions 1
Category Customer Experience
Division OKC - Technology Center
Position Type Regular Full Time