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Contact Center Manager

Contact Center Manager

Job ID 
2018-1692
Job Locations 
US-FL-Fort Lauderdale
Category 
Customer Service
Recruiter 
Lindsay Blank
Ad 
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More information about this job

Overview

Sixt Rent a Car is an international leader in car rental, leasing, and innovative mobility solutions like mydriver.  With revenues in excess of $2 billion and a fleet of 220,000 cars, we have moved into over 100 different countries worldwide. Sixt is the largest fleet purchaser of BMW’s internationally, however does not consider itself a luxury car rental company. Instead, Sixt is proud to be a company with superior service and better cars for everyone at an exceptional value.

 

At Sixt, customers are guests. It is not a rental transaction but an experience equivalent to that of a five star hotel. Sixt hires service and sales oriented individuals, free to travel, and open to cultural experiences interacting with customers and colleagues from many diverse backgrounds.  Sixt is more than just cars. We have a passion for style, technology, innovation, creativity and entrepreneurial spirit.

 Corporate Front Office

 

 

Position Summary:

 

The Contact Center Manager, reporting directly to the CEO, oversees the reservations department, customer service and traffic and tolls. He/she will create functional strategies and objectives, make recommendations, and develop budgets, policies, and procedures to support the departments.

Responsibilities

  • Responsible for directing and leading departments including reservations department, customer service and traffic and tolls
  • Responsible for creating and or overseeing budgets
  • Oversee performance objectives and performance metrics in place by the Head of Reservations
  • Oversee customer service teams and functions, including identifying key performance metrics and hold team accountable for improvements
  • Define processes that will drive improvements in customer satisfaction
  • Work closely with internal partners to identify and resolve issues impacting customer experience
  • Identify process gaps affecting customers and/of business efficiencies, and develop solutions
  • Provide support, direction, and leadership in reservations services in accordance to brand standards, sales objections, performance and quality assurance indicators established
  • Evaluate current services and provide strategic planning
  • Provide opportunities for training and development.

Qualifications

  • Bachelor’s degree required
  • 7+ years of progressive management experience
  • 5+ years experience leading a contact center or related experience
  • Excellent verbal and written communication skills
  • Ability to collaborate across multiple departments and teams
  • Outstanding attention to detail
  • Proven ability to interact with multiple levels of leadership both internally and externally, and influence peers and senior management
  • Experience in leading a shared services organization
  • Experience in leading business improvement projects within a Shared Service Center environment is a plus
  • Ability to inspire, motivate, and lead the local as well remote teams
  • Strong analytical, prioritizing, interpersonal, problem-solving, presentation, budgeting, project management (from conception to completion), and planning skills
  • Must be authorized to work in the United States and not require work authorization sponsorship by our company for this position now or in the future
  • Proficiency in English, and the ability to communicate in other languages (German, Spanish, etc.) is a plus.

 

Benefits:

 

We value our employees' time and efforts. Our commitment to your success is enhanced by an extensive benefits package including paid vacation, medical, dental, vision and 401(k), Short Term Disability, Long Term Disability, Basic Life and Supplemental Life benefits and future growth opportunities within the company.

 

We are an Equal Opportunity Employer M/F/D/V.

 

The information listed above is intended to describe the general nature and level of this position.  Essential functions and responsibilities may change as business needs require.  Your response to this advertisement may result in your consideration for employment with Sixt Rent a Car, LLC and its subsidiaries.  Offers of employment will be made by Sixt rent a Car, LLC or any of its subsidiaries or brands.

 

Come join our team! Apply now.