The Hertz Corporation Director of Maintenance Contact Center Operations in Bannockburn, Illinois

General Responsibilities

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

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Mandatory Requirements

  • 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

Preferred Requirements

  • 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

Division Donlen

Position Type Regular Full Time