The Hertz Corporation Quality & Insights Manager in Dublin, Ireland
Hertz are seeking a Quality & Insights Manager , a highly motivated and passionate individual to lead our Global Quality & Insights operations at our European Service Centre office based in Swords, Dublin. He/she will be working alongside talented on-site leaders and strategic outsourcing partners to improve and simplify the Customer experience through quality & insights analytics.
This will be achieved by building strong and enduring partnerships as they act as a pivotal leader in gaining alignment with teams around quality standards and apply quality in a targeted way. They will be expert at establishing rapport, credibility, and influence to drive results across a dynamic cross-functional organization.
What you'll do:
Partnering with regional leaders in the execution of our long-term strategy and monthly processes - including managing execution, measuring results, and adding value.
Drive targeted coaching through Interaction Analytics, Customer surveys, and other business trends
Implement QA compliance objectives, processes, and controls to ensure increased customer metrics while providing a clear path to resolution and reduced handle time.
Partner with external outsourcing businesses to establish and maintain quality standards of compliance, basic call centre fundamentals and other behavioural trends.
Leading and mentoring with emphasis on team achievements, engagement, and individual skill development.
Execute performance management process for team by preparing and delivering performance reviews.
Partnership with all levels of Leadership to implement key Quality initiatives, metrics, and accountability to drive Customer excellence and alignment to business goals and objectives.
What you'll need:
BA/BS Degree or equivalent experience required
8-10 years+ years prior experience in Coaching, Quality Management and/or Customer Service, focused on strategy and execution.
5+ years people leadership experience required
You enjoy interacting with employees at all levels of our company and working with a diverse group of people
An excellent performance record, maintained and consistent over time, must be seen as a role model for others
Skilled and passionate about our Customers Experience
Demonstrated ability to work in a fast-paced, multi-cultural, global organization and to build strong trust-based relationships with colleagues
Experience with NICE, CS Insight tools, and/or e-Quality tools preferred (NICE interaction analytics, call part analysis, quality planner)
International experience working virtually with contract vendors or suppliers preferred.
Additional languages a differentiator (German, French, Italian, Spanish).
Ability to work independently, establish priorities and demonstrate good judgment skills.
Strong communication skills with the ability to engage and manage all level of stakeholders.
Ability to deliver high levels of performance and service excellence while managing high volume workload in a collaborative team environment
Be an example of effectively promoting and adopting change.
Hertz Global has an exciting portfolio of rental car brands – including Hertz, Dollar, Thrifty and Firefly, as well as Donlen. We are one of the largest worldwide airport vehicle rental companies, and the Hertz brand is one of the most recognized in the world.
We want our employees to feel inspired and empowered. Everyone is encouraged to contribute to building an atmosphere where people feel proud of where they work, what they do and how they contribute. Every employee has the chance to spearhead ground-breaking work in a fully collaborative environment, providing them a stimulating and enriching career experience.
Our mission is to be the preferred rental car company and you have the opportunity to help steer this mission. Get in touch today and APPLY NOW
Job ID 163940
# Positions 1
Category Customer Service
Division HESC - Reservation Centre
Position Type Regular Full Time