Director of Contact Center (Onsite-FTL)

Job Description

The Director of Contact Center is responsible for the strategic planning and execution of all Call Center operations. Core duties include management and leadership of processes for the continuous improvement of the customer experience.

The Director’s success is measured by the organization’s ability to provide high quality services while meeting Service Level Agreements (SLA), improving call performance, increased use of resources and adaptation of new proven technologies to increase efficiency, and achievement of metrics. The leader in this role actively contributes to the overall company operational targets as well as the daily business decisions.

The Director of Contact Center executes the vision for the operation ensuring the Call Center meets customer and organization needs. The successful Director is continually engaged in leading and inspiring their team in developing and documenting best practices in the performance of all duties and responsibilities. 

Key Responsibilities:

• Provide strong, dynamic leadership that mentors, develops, and guides team members to efficiently leverage the value of every call for maximum net reservation revenue to clients 
• Responsible for development and administration of annual department budget to attain business goals with operational stability 
• Deliver results against a defined scope of work that includes measurable ROI, strategic innovation, performance reporting, and human capital development 
• Develop, implement, and maintain effective internal and external Quality Assurance (QA) programs fostering continuous improvements and exceeding Service Level Agreement (SLA) performance, 
• Proven experience managing metrics, ensuring customer satisfaction, and reporting statistical performance levels  
• Develop and maintain effective organization of responsibility, including efficient recruiting, training, coaching, recognition, workflow patterns, performance standards, delineation of duties and responsibilities, staffing levels and supervision, 
• Coordinate analytic, strategic, and technical resources to meet client expectations and ensure satisfaction, 
• Find and close new revenue opportunities within the existing client base, 
• Ensure compliance with regulatory agency guidelines and standards. 
• Work closely with internal partners to identify and resolve issues impacting customer experience 
• Identify process gaps affecting customers and/or business efficiencies, and develop solutions 
• Provide support, direction, and leadership in reservations services in accordance with brand standards, sales objections, performance, and quality assurance indicators established 
• Perform other as defined.

Qualifications

• Bachelor’s degree required 
• Minimum 10+ years of Call Center/Contact Center management experience 
• Effective leadership and analytical skills including working knowledge of financial statement analysis, staffing models, scheduling, and telecom opportunities 
• Exceptional ability to develop and manage results-oriented recruiting and training programs 
• Strong mentoring and relationship building skills with ability to effectively manage group and interpersonal conflict situations 
• Strong negotiation, interpersonal, written, and oral communications skills – including statistical report writing 
• Experience in leading business improvement projects within a Shared Service Center environment is required  
• Strong analytical, prioritizing, interpersonal, problem-solving, presentation, budgeting, project management (from conception to completion), and planning skills 

Additional Information

All your information will be kept confidential according to EEO guidelines.

About the department:
Listening to our customers - nothing is more important to us. We are always available if there are questions, requests, or problems. Whether by phone, email, online chat, or social media, whether in German or English: we are only satisfied when our customers are satisfied.

About us:
We are a leading global mobility service provider with sales of €3.07 billion and around 7,500 employees worldwide. Our mobility platform ONE combines our products SIXT rent (car rental), SIXT share (car sharing), SIXT ride (cab, driver and chauffeur services), SIXT+ (car subscription) and gives our customers access to our fleet of 270,894 vehicles, the services of 1,500 cooperation partners and around 1.5 million drivers worldwide. Together with our franchise partners, we are present in more than 110 countries at 2,098 rental stations. At SIXT, a first-class customer experience and outstanding customer service are our top priorities. We focus on true entrepreneurship and long-term stabili