Operations Performance Specialist

Avis Budget Group•Tulsa, OK

1d•Onsite

About The Position

The Operations Performance Analyst will partner with the internal and external contact center’s operations teams to drive revenue, Quality, NPS, and improve and maintain KPIs through voice, email, and chat. This role will monitor processes and procedures with a focus on continuous improvement and ensure that we provide knowledgeable, courteous, and professional service to our customers for all Avis Budget Group lines of business. Provide training and support for new hire classes and existing employees.

Requirements

HS diploma or GED required
Minimum of 2 years of related contact center experience
Understands the principles of how adults learn and how to apply them in a virtual classroom setting.
Ability to adapt teaching methods to accommodate learners with varying educational backgrounds, learning styles, and cultural backgrounds.
Excellent written and oral communication skills and strong interpersonal skills; proven abilities to interact with all levels of an organization
Working knowledge of xVR, Watson, CS, and Truck applications.
High proficiency in Microsoft Office applications
Self-motivated with the ability to multi-task in a fast-paced environment and act with a sense of urgency.
Ability to collaborate with other internal and external team members.
Ability to effectively solve problems with little to no supervision.
Possess an understanding of the contact center industry and common KPIs. Ability to work independently and as a team player in a customer-driven environment.
Regular and punctual attendance

Nice To Haves

Associate or bachelor’s degree preferred
Prefer previous training/facilitation experience using Zoom or similar technology
Prefer knowledge of Verint and speech analytics applications.

Responsibilities

Provides coaching and mentoring to SMEs, Operations supervisors, and quality analysts to drive performance improvement initiatives and meet departmental KPIs.
Ensure agent performance complies with established procedures to meet or exceed performance standards that promote customer loyalty and protect the company brand and the integrity of ABG.
Ensure all reservations, car customer service, and truck associates are coached using standard guidelines.
Provide training and support for new hire classes and existing employees with a focus on policies to ensure compliance and consistency for the monitoring of all customer interactions. This includes voice, chat, and email interactions for ABG and Payless Car and Truck reservations and customer service.
Utilize a variety of instructional techniques and resources to engage trainess and facilitate learning
Monitor and evaluate trainee progress through assessments, tests, and assignments
Utilize speech analytics business intelligence applications to monitor, summarize, and inform leadership about internal processes and trends that impact the customer experience or business performance/risk.
Communicate performance insights with contact center leadership and collaborate on current/future strategic initiatives.
Listen to calls and analyze chats and emails to identify trends and opportunities in operational efficiency, customer experience, etc.
Other duties as assigned.