Customer Service Quality and Performance Manager

22 hours ago

Fort Lauderdale, Florida, United States Sixt Full time
About the Role

The Customer Service Quality and Performance Manager will play a crucial role in maintaining high levels of performance within the Customer Service Team. This position requires a strong leader who can work closely with the team and supervisors to drive quality and performance initiatives.

Key Responsibilities
  • Lead a team of 20 Customer Service Representatives and Supervisors, providing guidance and support to ensure they meet quality and performance standards.
  • Develop and audit quality assurance strategies to ensure the delivery of premium service, aligning with Sixt's culture and values.
  • Monitor calls and conduct quality assurance audits as necessary, identifying areas for improvement and implementing corrective actions.
  • Establish best practices and procedures to ensure quality requirements are consistently met, and update SOPs, work instructions, and checklists accordingly.
  • Determine the strategic direction of the quality department, ensuring efficient and effective operations that drive business results.
  • Identify lapses in quality and conduct root cause analysis, developing corrective and preventative action plans to prevent recurrence.
  • Facilitate periodic calibration sessions with contact center managers and other areas of operations to ensure consistency of Sixt's policies and procedures.
  • Conduct effective induction and orientation sessions, ensuring new team members understand their roles and responsibilities.
  • Monitor and evaluate training programs' effectiveness, success, and ROI periodically, reporting on findings and recommendations for improvement.
  • Perform special projects as required, such as assisting with the development, research, and delivery of new training programs or other duties as necessary.
Requirements
  • 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 in a fast-paced environment with changing priorities and goals.
  • A strong track record of exceeding 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 communication 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.
  • 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.

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