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The Hertz Corporation Director Workforce Planning and Operations- Contact Centre in Dublin, Ireland

General Responsibilities

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 Workforce Planning and Operations- Contact Centre who will report to Senior Director Customer Care.

What is this role all about?

The role of the Director Workforce Planning and Operations- Contact Centre 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

  • Partner closely with the Operations team to ensure that all servicing commitments are achieved while balancing needs of the business in operational efficiency, customer experience, and the employee experience.

  • Identify, partner with, and delegate to appropriate subject matter experts to continuously improve workforce solutions.

  • Develop and maintain a multi-million-dollar budget for workforce management, ensuring budgets, staffing, and the quality of workforce management team meets corporate requirements.

  • Work cross-functionally with Field Operations, Customer Care, Process Improvement, and Finance to track, quantify, and plan all Customer Solutions-impacting initiatives.

  • Understand business plans, workforce trends and load patterns to help the business meet performance goals. Identify and report on historical data, trends and averages to drive decisions of expected needs in staff levels.

  • Develop a succession plan for key personnel and build a strong talent pool to ensure long-term company viability and strength.

  • Assist Executives in yearly operating planning and budgeting.

  • Work effectively across department lines and all levels of management and maintain a proactive dialogue with business unit leadership for the purpose of anticipating coaching needs.

  • Assist senior leadership in establishing clear roles, direction, responsibilities, and performance requirements for the Operations management team as it relates to workforce strategy and deliverables.

  • Analyze business challenges and recommend workforce solutions

  • Perform cost-benefit analysis and identify cost efficiencies and savings opportunities for Customer Care.

What do we need from you?

  • A BA/BS degree or suitable work experience

  • 5+ years of experience within a call center leading workforce management teams

  • Solid working knowledge of Contact Center Technology platforms and prior experience of Cisco and Verint technology

  • Demonstrated project/program management experience

  • Deep understanding of CRM systems, workforce management platforms, CTI, reporting systems, PBX, IVR, Outbound Dialers and how these systems integrate to enable a call center solution

  • Strong and consistent learning agility and ability to a constant changing environment and priorities

  • Deep knowledge of business and leadership principles involved in planning, resource allocation, scheduling, real-time operations and leadership technique in a customer care environment

  • Ability to lead teams and build strong relationships in a global and virtual environment.

  • Inductive reasoning including the ability to combine pieces of information to form general rules or conclusions.

  • Able to come up with unusual or clever ideas about a given topic or situation, or to develop creative ways to solve a problem.

  • Capability to respond effectively to clients, employees and management; ability to handle sensitive and/or confidential communications.

  • High level of skill in both oral and written communication and the ability to effectively present ideas and information to all levels of the organization.

  • Strong quantitative and analytical skills; demonstrated ability to structure and perform analysis.

  • High energy and a desire to work in a results-oriented, fast growth environment

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