The Hertz Corporation Contact Centre Operations Analyst in Dublin, Ireland

General Responsibilities

Hertz is looking for a meticulous, self-motivated and experienced Contact Centre Operations Analyst to assist the Operations Team forecasting, scheduling, tracking, analysing and assignment planning of all our 400 Contact Centre employees.

The Contact Centre Operations Analyst is responsible for coordinating and integrating the field of analytics into the day-to-day functioning of the Customer Care team.

Can you help us maintain lifelong, engaged relationships with our customers and build on our reputation as a strong performance brand in this dynamic role?

Our massive European Service Centre office based in Swords, Dublin offers a bright, modern and friendly working atmosphere. We employ approximately 900 people with over 29 different nationalities.

The role: Taking the wheel at Hertz

The Analyst, Contact Centre Operations is responsible for the forecasting, scheduling, tracking and performance analysis across the business

  • To design, maintain, automate, run and publish reports in an agreed format.

  • Verifying accuracy of data and ensuring service level agreements are metand to perform reconciliation of key company reports and provide report/file query resolution to clients.

  • Deliver and manage accurate reporting models for all areas within the Customer Contact Centre.

  • Deliver timely and accurate analysis of customer contact trends and performance to Senior Management and the wider organisation.

  • Proactively develop, upgrade and automate all existing and new reports including Customer Insights via IA tool.

  • Ensure business units are supported through appropriate delivery methods.

  • Deliver and maintain accurate reports within Hertz Customer Care environment.

  • Analyse data and deliver clear narratives of the performance and actions needed to improve it.

  • Maintain already developed reports – QA, CID, VOC, Quintile, bonus scheme and GCC and Voice of the customer.

  • Proactively aim to improve and automate all reports within Customer Care team.

  • Built and maintain lexicons and IA buckets across all markets globally.

  • Feed the business with IA insights to strengthen performance success.

  • Feed the business with Quality insights to improve performance.

  • To support market management in all business analysis.

  • Enhance communication between Planning Operations, Business Planning and the Markets in order to maximize productivity on a daily basis

  • Develop and publish production and performance related reports as required by management.

  • Provide statistical information on all performance components.

  • Provide report query resolution for report Management and other recipients.

  • Carry out Ad-hoc requests/tasks.

  • Assist with administration of all systems used in the contact centre.

  • Assist in training other team members on reporting structures, approach and automation

  • Be fully conversant with the Hertz Mission, Vision and Values and integrate them into your day-to-day activities

Your benefits: Fuelling your journey

  • Relocation package and assistance from our cool relocation team

  • Free on-site Doctor, Nurse and Physiotherapy services

  • Pension scheme

  • Discount on private health Insurance

  • On-site Gym

  • Subsidised staff restaurant

  • Sports and Social Club

  • Language classes

  • Training and development programmes

  • Incentives

  • Staff Car Rental and Sales discount

  • Free Parking

Y our skills: What you’ll need for a great journey

  • Ongoing Bachelor’s Degree in Business, IT, Data analytics, Telecommunication or equivalent

  • Advance level of Excel,

  • Basic experience with VBA – ability to read and amend existing code,

  • Basic command of SQL querying for selections, data grouping and calculated columns;

  • Previous exposure to Power Query M language and Power BI and/or Tableau Prep* and Tableau is a plus;

  • Previous exposure to Data analysis: Data preparation, review, clean up;

  • Any level of ACCESS is a plus;

  • Good level of MS Word, Power point;

  • Previous experience with Interactive analytics is needed;

  • Working knowledge of Oracle and Microsoft Office packages

  • Must have the ability to work on their own initiative

  • Strong analytical skills and organised, logical approach to work, with an emphasis on attention to detail.

  • Good interpersonal skill

  • Strong team player and have the ability to work under pressure

  • Previous experience in Customer Care experience is a plus

  • Previous experience in Data Analytics is a plus

About us

Hertz Global has an exciting portfolio of rental car brands – including Hertz, Dollar, Thrifty and Firefly, as well as Donlen. We are one of the largest worldwide airport vehicle rental companies, and the Hertz brand is one of the most recognized in the world.

Our mission is to be the preferred rental car company and you have the opportunity to help steer this mission. Get in touch today and APPLY NOW

View the video web link which showcases the roles we recruit across Europe

Job ID 165297

# Positions 1

Category Customer Service

Division HESC - Reservation Centre

Position Type Regular Full Time