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Senior Manager, Contact Center

Company: Avis Budget Group
Location: Tulsa
Posted on: November 24, 2022

Job Description:

As the Senior Manager of Customer Service, you will set strategic direction, priorities, and goals for the functional area; educate the team to ensure employees understand how routine functions, interactions, and transactions support Avis Budget Group strategic objectives. Your team works proactively in a fast-paced environment to provide exceptional customer experiences with all types of service requests during and after the vehicle rental experience. In this role, you will demonstrate strong organizational and multi-tasking skills. Being detail-oriented is important in setting and managing priorities focused on the customer experience. You will contribute to workforce planning efforts, management of staffing models, and overtime work cross-functionally, with a wide range of key stakeholders. Additionally, you will ensure that critical business practices are met by the contact center teams while driving the teams to achieve and improve NPS and customer experience.
Major ResponsibilitiesStrategy and leadership

  • Provide leadership and support for ABG short and long-term strategic customer service roadmap
  • Collaborate with key stakeholders, including contact center operations leadership, corporate departments, field operations and other internal and external partners to ensure alignment of key initiatives and objectives.
  • Openly communicate to the team department updates, critical business decisions and corporate messaging; direct updates to corresponding documentation or procedures as needed
  • Identify improvement opportunities and lead the systematic pursuit of continuous improvements in customer service procedures and processes. Create and analyze reports about first contact resolution, service level achievement and improvement, staffing levels, and staffing performance. Create solutions to improve service levels, customer loyalty/NPS and decrease costs. Influence others to take appropriate action based on report data and continuous improvement initiatives.
  • Team management responsibilities including, on-boarding/off-boarding training, communicating and monitoring KPIs and performance standards, and addressing performance issuesCustomer Experience & Performance Excellence
    • Review escalated cases and provide remediation, including follow-up with customers and key stakeholders
    • Examine, analyze, develop and present a variety of operational performance measurement results, deriving insights regarding key performance indicators to inform on the business and voice of the customer
    • Manage several projects with multiple deliverables simultaneouslyReporting & Analysis
      • Monitor monthly expenses to seek cost reduction opportunities and react to un-forecasted variances
      • Process a broad mastery of service and administrative functions, including in-depth knowledge of complex product features, processing systems and downstream impacts
      • Proactive monitoring of productivity and quality trends; addressing training opportunities
      • Participate in day-to-day activities to ensure customer expectations/NPS objective are achieved
      • Act as a thought leader; place emphasis and value on innovative solutions and calculated risks to improve NPS, employee engagement, and other key performance indicators.
        What we're looking for:
        • Bachelor's degree or equivalent
        • 5 - 7 years previous manager level experience in customer service/customer experience or related field. Prefer previous contact center experience. Skills and abilities you should have:
          • Knowledge and experience with Verint WFM software(preferred) or similar such as NICE/IEX, E-WFM, Genesis, etc.
          • Knowledge of ACD technology applications. AWS preferred or similar such as Avaya, Aspect, etc.
          • Proficient in all MS Office applications.
          • Excellent leadership and communication skills, including the ability to build confidence and inspire support through a convincing presentation and writing style, handling questions well in a highly visible, challenging environment, negotiating with customers and suppliers, and communicating operational changes.
          • Excellent problem solving, continuous improvement skills and results driven orientation, and the ability to coach/teach others how to determine root cause of problems and how to improve performance. Must resolve operational problems affecting a large number of employees, staff or a large number of customer service interactions.
          • Excellent analytical and math skills. Must be able to review performance trends in reports and other data sources, determine source of problems, and make recommendations or develop solutions.
          • Ability to develop strong relationships with other departments to garner necessary support and resources.
          • Strong project management skills and keen attention to detail.
          • Must have a high level of organization skills to ensure day to day smooth operations. Capable of determining priorities in a fast paced, changing environment. Perks you'll get:
            • Clear and defined career paths to pursue
            • Access to Medical, Dental, Vision, Life and Disability insurance
            • Eligible to elect other voluntary benefits including: Group Legal, Identity Theft, Accident Insurance, FSA, additional life insurance coverages
            • Contribute up to $260 as a tax-free benefit for public transportation or parking expenses
            • 401(k) Retirement Plan with company matched contributions
            • Full training to learn the business and enhance professional skills
            • Employee discounts, including discounted prices on the purchase of Avis/Budget cars
            • Access to an Employee Assistance Program for services including counseling, financial and legal consultation, referrals for care service and more
              Who are we?Here at Avis Budget Group we're more than just rentals--although over 70 years of experience and 11,000 locations in 180 countries has taught us a thing or two about that. Shaping the future of the mobility industry with our innovative, customer-focused solutions, our globally-recognized brands including Avis, Budget, Budget Truck, and Zipcar connect people to more. This means more convenience, more options, and more time on the road for our customers. But we also connect our employees to more: opportunities, benefits, support, collaboration, and most importantly--power to change the future. Sound your speed? Come join our family. The fine print:Avis Budget Group is an equal opportunity employer - M/F/Veterans/Disabled. This advertisement does not constitute a promise or guarantee of employment. This advertisement describes the general nature and level of this position only. Essential functions and responsibilities may change as business needs require. This position may be with any affiliate of Avis Budget Group.

Keywords: Avis Budget Group, Tulsa , Senior Manager, Contact Center, Executive , Tulsa, Oklahoma

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