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Senior Director, Customer Care
Hertz Global
Oklahoma City, OK, United States
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General Responsibilities
Provide leadership to the North America Customer Care Organization. Lead and be responsible for all aspects of Hertz Customer Care Organization (teams and performance) - revenue generation, people, service levels, quality, process, process improvement, technology, and business continuity.
Key Result Areas:
• Develop and execute strategies to drive the overall performance of the NA customer care organization: customer NPS, employee NPS, customer service levels, staffing, operational KPIs, revenue generation.
• Oversee all NA customer care operations –, including workforce management, performance and new programs management & business analytics.
• Drive cultural identity to ensure an engaged and productive workforce.
• Build and lead highly effective agent teams, managers, supervisors, and site leadership
• Work with cross-functional leaders to define, develop and execute customer retention and development programs
• Strong use of metrics and dashboards to understand the business / employee.
• Lead and drive continuous improvement efforts (Transformation).
• Drive cultural change through Coaching / Mentoring / Leadership / Employee Development
• Drive collaboration to support business initiatives such as mergers and acquisitions; new business development, augmentation of resources; 3rd party relationships; technology upgrades / improvements; best in class operations and services.
• Establish business continuity plans to ensure seamless operations related to system outages and / or location outages (Disaster Recovery). Ensure build in level of redundancy to ensure customer service levels meet desired standards.
• Knowledge and experience with Change management philosophies and methodologies (Lean , Six Sigma), that aid in supporting organizational and business change initiatives.
• Other duties as assigned
*LI-CR1
Mandatory Requirements
Educational Background:
• 10-15 years’ experience in managing operations (1000+ Agents) ideally in a high-volume environment.
• Ability to develop and align the Customer Care management team around a vision for the Customer Care organization.
• International / Global Experience
Preferred Education and Experience
• Graduate degree a plus.
Knowledge:
• Passion for selling and passion for customer-centric business.
• Demonstrated thought leader around customer satisfaction, service & business support.
• Proven strategic skillset and process orientation.
• Proven analytical and P&L skills: Knowledge and experience managing leaders who manage business analytics, workforce management, schedule optimization and training in a multi-site and high volume environment.
• Unparalleled leadership and interpersonal skills – the ability to “connect” with staff and customers.
• Ability to think and perform both tactically and strategically.
• Analytical and data driven.
• Managed Worldwide / international teams
• Strong MS Excel and PowerPoint skills.
• High energy disposition and have a keen ability to drive change in rapid developing organization, strategic and business abilities as well as process and operational leadership.
• Previous experience in fast-paced environment, with proven performance in a high volume call center environment. Ability to work on projects that range in size, complexity and duration.
• Project management experience
• Excellent Communications skills: Written, Verbal and through Presentation materials
• Highly self-motivated and directed with an attention to detail
• Six Sigma-LEAN-Project Management
Preferred Requirements
EEO/AA: Females/Minorities/Disabled/Vets