The Hertz Corporation Director Customer Care Operations in Dublin, Ireland
Our European Service Centre office based in Swords Dublin employs approximately 900 people with over 29 different nationalities and we’re currently looking for a Director Customer Care Operations who will report to Senior Director Customer Care International.
What is this role all about?
The role of the Director Customer Care Operations is to drive and support delivery of services that are aligned with the overall business objectives and corporate strategy, working across all business areas and in cooperation with all operations and functions. This role requires a relentless pursuit in implementing best in class service solutions. The CCM will work closely with the Customer care Dept./function, to understand their needs / challenges, providing solutions and recommendations to meet requirements while managing or determining the appropriate resources both internal and external in order to deliver the required service.
Primary Duties and Responsibilities
Determines call centre operational strategies by conducting needs assessments, performance reviews, capacity planning, and cost/benefit analyses; identifying and evaluating state-of-the-art technologies; defining user requirements; establishing technical specifications, and production, productivity, quality, and customer-service standards; contributing information and analysis to organizational strategic plans and reviews.
Develops call centre systems by developing customer interaction and voice response systems, and voice networks; designing user interfaces; developing and executing user acceptance test plans; planning and controlling implementations.
Maintains and improves call centre operations by monitoring system performance; identifying and resolving problems; preparing and completing action plans; completing system audits and analyses; managing system and process improvement and quality assurance programs; installing upgrades.
Meets call centre financial objectives by estimating requirements, support preparation of annual budget scheduling expenditures, analysing variances, initiating corrective actions.
Prepares call centre performance reports by collecting, analysing, and summarizing data and trends
Maintains equipment by evaluating and installing equipment; developing preventive maintenance programs; calling for repairs; evaluating and implementing upgrades.
Maintains professional and technical knowledge by tracking emerging trends in call center operations management; attending educational workshops; reviewing professional publications; establishing personal networks; benchmarking state-of-the-art practices; participating in professional societies.
What do we need from you?
A BA/BS degree or suitable work experience
3+ years of experience within a call center
Positive influencing skills, both verbally and through preparation of written materials in order to build relationships and effectively communicate business needs
Solid working knowledge of Contact Center Technology organization and its operations
Demonstrated project/program management experience
Strong negotiation and facilitation skills
Ability to lead and coordinate people and activities
Deep understanding of CRM systems, workforce management, CTI, reporting systems, PBX, IVR, Outbound Dialers and how these systems integrate to enable a call center solution
Ability to drive stakeholders to decisions
Resolves complex problems while collaborating with others
Excellent communication skills, verbal and written
Excellent business liaison skills, with the ability to digest system complexity and articulate to business users in a clear and concise manner
Strong technical aptitude
Experience with working on a number of project methodologies, including waterfall and agile
Ability to be flexible and adaptable to changing priorities and deadlines
Industry experience a plus
Hertz started as a 12-car operation in Chicago in 1918, and has since grown into the world's leading car rental company with over 11,000 locations in 140 countries. The secret of our success is no secret, really - it lies in providing rewarding career paths, fostering personal achievement and celebrating our collective success. Being # 1 takes talent, a clear vision of the road ahead, a driving passion for excellence, but most of all, great people.
We will offer successful candidates who are overseas a relocation package. In return for your hard work and dedication, you will be rewarded with excellent career opportunities, training & development, a range of Benefits and Incentives such as: Canteen, Gym, staff discount programme and many more.
If you believe you have the skills and experience required to succeed within this challenging role in an established organisation please APPLY NOW
Job ID 174707
# Positions 1
Category Customer Service
Division HESC - Reservation Centre
Position Type Regular Full Time