Contact Center Supervisor

Avis Budget Group • Tulsa, OK

10h • Onsite

About The Position

At Avis Budget Group, we’re driven to be the best vehicle rental company in the world, together. Our 25,000 employees raise the bar every day, bringing different perspectives, taking ownership, and leading with integrity. We’re defining the future of mobility with safe, sustainable solutions that move people, businesses, and communities forward. In this role, the Contact Center Supervisor will lead a contact center customer-centric team focused on providing knowledgeable, courteous and professional service to our customers. This position is responsible for the day-to-day leadership of the team with budget, quality and timeline accountability. Responsible for fostering a best-place- to- work environment by being approachable and supportive of subordinates, peers and leadership.
The supervisor has overall responsibility for the customer service team by providing strategic direction, coordination and evaluation of the team by coaching and mentoring representatives to drive performance improvement initiatives and meet departmental KPIs. Manages the performance of the representatives and provides them with training, mentoring, performance expectations, performance appraisals and career path opportunities. Success will be measured by attainment of KPIs, customer survey feedback, QA scores and NPS metrics.

Requirements

• This position reports into the Tulsa, OK office
• Minimum of 3 years customer service experience; Contact center preferred
• Excellent communication (verbal and written), interpersonal, and presentation skills
• Strong leadership, decision making, and problem-solving skills
• Strong coaching, employee engagement/retention and training skills
• Advanced knowledge and experience in MS Office applications preferred
• Flexible, innovative and the ability to manage staff, responsibilities and priorities in a fast paced and time critical environment
• Strong analytical skills with the ability to define problems, collect data, establish facts, and draw valid conclusions to solve complex business problems
• Ability to work under pressure, independently as well as part of the team
• Organized and detail oriented with excellent follow-up skills
• Punctual and regular attendance is an essential function of this position
• Minimal travel is required

Nice To Haves

• Preferred candidate will have an Associate’s or Bachelor degree
• Preferred candidate will have at least 3 years of previous supervisory experience in a similar business operation
• Preferred candidate will have prior experience leading and managing remote/WFH employees
• Previous project management experience preferred
• Highly proficient with various customer care applications such as WATSON, AWS, XVR, etc.

Responsibilities

• Supervisory responsibilities include, interviewing, hiring, and training employees; planning, assigning, and directing work, appraising performance; rewarding and disciplining employees; improving employee engagement, addressing complaints and resolving problems in accordance with the company policies
• Ensures that staff performance complies with established procedures and meets or exceeds performance standards by employing management practices that promote customer loyalty and protects the company brand, as well as the integrity of the customer service function
• Monitors representatives’ responses, technical accuracy, and conformity to company policies when addressing questions about service, products and account status
• Ensures adequate standards are met for attendance, payroll, performance documentation and other employment paperwork/entries. Completes other administrative duties and additional projects, as assigned, in an accurate and timely manner. Creates or generates performance reports
• Maintains thorough knowledge of company website, company policies and procedures
• Identifies business trends and suggests changes to strategies to improve the customer experience, NPS and drive increases in revenue and growth
• Manages difficult and escalated customer interactions, responds promptly to client needs, and solicits customer feedback of the customer experience
• Other duties and responsibilities as assigned

Benefits

• Access to Medical, Dental, Vision, Life and Disability insurance
• Eligible to elect other voluntary benefits including: Group Auto Insurance, Group Home Insurance, Pet Insurance, Legal Assistance, Identity Theft Protection, FSA, Accident Insurance, Critical Illness Insurance, and additional life insurance coverages
• 401(k) Retirement Plan with company matched contributions
• Full training to learn the business and enhance professional skills
• Employee discounts, including discounted prices on the purchase of Avis/Budget cars
• Access to an Employee Assistance Program for services including counseling, financial and legal consultation, referrals for care service and more

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: Associate degree