Customer Service Quality and Performance Manager
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Customer Service Quality and Performance Manager

SIXT

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Customer Service Quality and Performance Manager

About the job



The Customer Service Quality and Performance Manager will work closely with the Customer Service Team and Supervisors to maintain high levels of performance.

Key Tasks and Responsibilities
  • Lead a team of 20 Customer Service Representatives and Supervisors
  • Develop and audit quality assurance strategies to ensure the delivery of premium service – be an ambassador for Sixt culture
  • Monitor calls and conduct quality assurance audits as necessary
  • Establish best practices and procedures to ensure quality requirements are consistently met
  • Determine the strategic direction of the quality department to ensure efficient and effective operations
  • Update SOPs, work instructions, checklists and various other documents under Quality management and document control
  • Identify lapses in quality and conduct root cause analysis with corrective and preventative action plans
  • Facilitate periodic calibration sessions with the contact center managers and other areas of operations to ensure the consistency of Sixt’s policies and procedures
  • Conduct effective induction and orientation sessions
  • Monitor and evaluate training programs effectiveness, success and ROI periodically and report on them
  • Performs special projects as required, such as assisting with the development, research, and delivery of new training's, or other duties when necessary.
Your Qualities
  • Bachelor’s degree preferred
  • 3 – 5 years of contact center experience with a minimum of two years in a leadership or management role
  • Experience developing others through active coaching, providing actionable feedback, and demonstrating hands-on leadership experience working in a fast-paced environment with changing priorities and goals
  • A strong track record of exceeding the client performance goals and delivering world-class customer service results
  • Experience developing innovative solutions to drive world-class customer service
  • Must be a learner at heart and committed to continuous self-improvement
  • Clear, concise and effective communications skills (both oral and written) including strong presentation skills
  • Strong organizational skills with an ability to prioritize objectives
  • Assertive with a strong sense of urgency
  • Demonstrate forward thinking in areas of customer service and leadership
  • Strong analytical skills; an ability to analyze data directly and glean hidden insights responsibilities
  • Able to work successfully with a diverse group and be a team player
  • Committed to tackling challenges and developing innovative solutions to address those challenges
  • 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.
Why Choose Sixt?

As a global mobility service provider, SIXT is well-known for over a century of innovative products and customer-orientated services. The company’s success and dynamic growth is based on their employees’ commitment. We champion an energized work culture, development opportunities and growth potential! In addition, we offer a competitive salary and employee benefits.

More about the department

Global operations development is the central interface between the global SIXT station network and the SIXT campus in Pullach near Munich. The team's aim is to inspire customers by continuously identifying potential improvements and sustainably increasing efficiency of the rental process. Optimisation potential in the station network is identified through targeted analysis, benchmarking, and best practice exchanges, and implemented in cross-departmental and international projects. In addition to the planning, execution and implementation, there are regularly reviews to check the implementation and application of the measures through targeted control of the results.

More about the company

SIXT stands for exciting mobility and customer tailored solutions. With nearly $2,5 billion in revenue and a presence in over 110 countries worldwide, it is no wonder we are a global leader in the car rental industry. In the USA alone, we are experiencing over 30% growth for the last several years, which provides great career opportunities in the future for the right candidates. Founded as a small car rental company in Pullach near Munich, Germany, today at SIXT we unite all our mobility products SIXT rent (car rental), SIXT share (car sharing), SIXT ride (taxi and chauffeur services), SIXT+ (car subscription) all in a single mobility platform ONE, which gives our customers access to a fleet of 242,000 vehicles, the services of 2,500 partners and 5 million drivers worldwide. SIXT hires with a focus on service-oriented, entrepreneurial team players, who are excited about interacting with customers and colleagues from all over the world. SIXT is more than just renting cars. We have a passion for style, technology, innovation, creativity, and entrepreneurial spirit.

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Customer Service Quality and Performance Manager

Fort Lauderdale, FL, United States

Full-time, Indefinite

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