The Hertz Corporation Director of Maintenance Contact Center Operations in Bannockburn, Illinois
The Director of Maintenance Contact Center Operations ensures the overall effectiveness, productivity attainment and goal achievement of the phone and electronic advisors. This role is responsible to lead the team to excellence through highly effective coaching and leadership. Additional activities include assessing all internal call and electronic PO handling processes to effectively meet or improve productivity, monitor and develop reporting on operational performance metrics and take actions to remediate issues that impact goal attainment.
A strong focus on employee development through continuous coaching and feedback.
Excellent analytical and problem-solving skills with a proven track record of high performance in a fast-paced environment.
Leadership of Contact center teams focused on Purchase Order creation and approval approvals (phone and electronic advisors).
Collaboration skills with proven ability to work across the organization to accomplish shared goals.
Strong attention to detail with the ability to organize, prioritize, and multitask effectively.
Strong team player with demonstrated experience in developing high-performance teams.
Excellent verbal and written communication and relationship management skills.
Proven ability to execute on employee, client and prospect presentations
Current Direct Reports: 4 Supervisors
Responsible for current staff of 50
Ability to create a performance focused culture
Setting, monitoring and reporting on annual and monthly objectives that are both stretching and achievable.
Proven leadership of a multi-seat contact center utilizing an Avaya platform phone system.
Providing guidance with goal setting, and execution of goal achievement.
Identifying areas of improvement in operational efficiency and lead operational management through the development of monitoring of department performance.
Responsible to manage logical hiring in the call center.
Must have highly developed analytical skills and proven ability to conduct root cause analysis
Provide support to sales and AE’s with customer and prospect presentations
Travel to customer and prospect sites, as needed
Other duties as assigned
Bachelor’s degree in a business related field or equivalent work experience
5 + years contact center management experience
Avaya phone system experience and certifications a plus
Advanced computer skills (Word, PowerPoint and Excel)
Excellent written, oral, and presentation skills
Confident public speaker
Lean or Six Sigma a plus
Experience working with process improvement tools
Level I FleetWeb® certification (internal) required
Level I CARE® certification (internal) required
ASE (Automotive Service Excellence) Master Certification preferred
Call Center Certifications
Advanced MS Excel skills, including the ability to make pivot tables
Aptitude and skill to calculate interest, percentages, depreciation rates and discounts
Analytical skill set to understand total cost of ownership, pricing and cost saving levers in a fleet environment
Ability to provide sound problem solving, analysis and critical thinking
Ability to gather, analyze and organize complex data and draw appropriate conclusions
Ability to apply tools to understand and improve business processes
Ability to translate business needs into actionable detailed business requirements
Office setting with occasional travel to client sites
Job ID 169253
# Positions 1
Position Type Regular Full Time