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The Hertz Corporation Manager Contact Center Strategy and Product Execution in Bannockburn, Illinois

General Responsibilities

The Manager Contact Center Strategy and Product Execution is responsible to deliver excellence through execution of the Maintenance Products, and Contact Center specialty teams. This role is accountable for the successful roll out of new maintenance products, including creating the operating structure to maximize the success of these products. Also including the leadership of the contact centers support processes and specialty teams.

  • Collaborate with VP of Maintenance and Accident Product on roll out and operational support of new maintenance products.

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

  • Leadership of the Downtime Management product execution.

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

  • Oversight of the Specialty Client support team.

  • Maximize warranty recovery (Client Policy Adjustments).

  • Manage vendor workmanship process.

  • Continuous improvement of the parts purchase process (Powertrain team).

  • Identify critical Contact Center specialty processes and document them using standard flow charting tools.

  • Identifies improvements in efficiency and quality that can be made to document processes, and work with management to implement these processes.

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

  • Management oversight of the contact center technology tools, including but not limited to phone routing and recording software, work force management and scheduling tools.

  • Responsible for contact center forecasting, and metrics reporting.

  • Current Direct Reports: 1 Supervisor & 3 individual contributors

  • Responsible for current staff of 8

  • Provide support to sales and AE’s with customer and prospect presentations

  • Travel to customer and prospect sites, as needed

  • Other duties as assigned


Mandatory Requirements

  • College degree preferred

  • 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

  • Creativity and ability to think outside of the box

Preferred Requirements

  • Level I FleetWeb® certification (internal) required

  • Level I CARE® certification (internal) require

  • ASE (Automotive Service Excellence) Master Certification preferred

  • Call Center Certifications

  • Advanced MS Excel skills, including the ability to make pivot tables

Job ID 169252

# Positions 1

Division Donlen

Position Type Regular Full Time