Supervisor, Multi-Month & Fleet Replacement

Hertz•Oklahoma City, OK

11h•Onsite

About The Position

We are seeking a customer-focused, detail-oriented supervisor to lead a team of 20-30 hourly support agents dedicated to delivering exceptional customer experience for Hertz’s Insurance Fleet Replacement (IFR) business. In this role, you will also oversee multi-month support for our monthly rental customers, ensuring key performance indicators (KPIs) are consistently met. The supervisor is responsible for driving efficient day-to-day operations, supporting and implementing process improvements, and fostering a culture of accountability and continuous improvement. You will report to the Manager, Multi-Month & IFR. You will help implement process enhancements, monitor performance, and ensure service quality and productivity standards are met. Additionally, this role will provide partner support for Fleet, ensuring seamless coordination and service excellence.

Requirements

Highschool Diploma or equivalent required
Customer-centric mindset and commitment to service excellence.
Experience supervising or leading a team of frontline employees, including part-time or variable-hour staff.
Strong problem-solving and organizational skills.
Basic proficiency with Excel and reporting tools.
Excellent communication and interpersonal skills.

Nice To Haves

Experience in car rental, fleet operations, or transportation industries preferred.
1+ years’ experience in customer care, fleet servicing, rental operations, or CX.
Associate or bachelor’s degree preferred.
Experience supporting process improvement initiatives.
Willingness to learn new tools and technologies.

Responsibilities

Lead and Support a High-Performing Team: Supervise a team of 20-30 hourly support agents. Set clear daily/weekly goals and expectations for service quality and productivity. Provide coaching, feedback, and support for team development. Foster a positive, accountable, and customer-centric team culture.
Deliver Seamless Customer Experiences: Oversee the execution of onboarding, renewals, exchanges, and payment workflows. Ensure consistent and empathetic customer support throughout the IFR processes. Monitor customer interactions and resolve escalating issues.
Fleet Partner Support: Act as the liaison to ensure smooth coordination and timely resolution of customer needs. Monitor Fleet-related workflows and escalate issues as needed. Collaborate with Fleet teams to resolve complex cases and maintain service quality standards. Provide feedback and insights to improve Fleet processes and customer experience.
Support Process Improvement & Automation: Identify inefficiencies and suggest improvements in daily workflows. Assist in implementing new processes, automation, and digital enhancements. Provide feedback to the Manager on recurring issues and opportunities for improvement.
Monitor Performance & Report Insights: Track key performance indicators (KPIs) and service metrics for all direct reports. Prepare basic reports and share insights with the Manager. Participate in root-cause analysis for recurring issues.
Collaborate & Communicate: Work closely with other supervisors, managers, and cross-functional teams. Support the creation and adoption of SOPs, playbooks, and training materials. Communicate changes and updates to the team effectively.