Customer Service Quality and Performance Manager

7 days ago

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

The Service Excellence Director will play a pivotal role in driving high levels of performance within the Customer Service Team. This individual will work closely with the team and supervisors to maintain exceptional standards.

Key Responsibilities
  • Lead a team of 20 Customer Service Representatives and Supervisors, fostering a culture of excellence and accountability.
  • Develop and audit quality assurance strategies to ensure the delivery of premium service, embodying the Sixt brand.
  • Monitor calls and conduct quality assurance audits as necessary, identifying areas for improvement.
  • Establish best practices and procedures to ensure quality requirements are consistently met, driving operational efficiency.
  • Determine the strategic direction of the quality department, ensuring effective operations and continuous improvement.
  • 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 consistency of Sixt policies and procedures.
  • Conduct effective induction and orientation sessions, ensuring new team members are equipped for success.
  • Monitor and evaluate training programs' effectiveness, success, and ROI periodically and report on them.
  • Perform special projects as required, such as assisting with the development, research, and delivery of new training's, or other duties when 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 experience working 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 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.
About Sixt

Sixt is a global mobility service provider, renowned for over a century of innovative products and customer-orientated services. Our success and dynamic growth are based on our employees' commitment. We champion an energized work culture, development opportunities, and growth potential. In addition, we offer a competitive salary and employee benefits.

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