Contact Center Manager

Sixt Rent a Car is an international leader in car rental, leasing, and innovative mobility solutions like mydriver. With revenues in excess of $2 billion and a fleet of 220,000 cars, we have moved into over 100 different countries worldwide. Sixt is the largest fleet purchaser of BMW’s internationally, however does not consider itself a luxury car rental company. Instead, Sixt is proud to be a company with superior service and better cars for everyone at an exceptional value.

At Sixt, customers are guests. It is not a rental transaction but an experience equivalent to that of a five star hotel. Sixt hires service and sales oriented individuals, free to travel, and open to cultural experiences interacting with customers and colleagues from many diverse backgrounds. Sixt is more than just cars. We have a passion for style, technology, innovation, creativity and entrepreneurial spirit.

Position Summary:

The Contact Center Manager, reporting directly to the CEO, oversees the reservations department, customer service and traffic and tolls. He/she will create functional strategies and objectives, make recommendations, and develop budgets, policies, and procedures to support the departments.

Responsibilities

Responsible for directing and leading departments including reservations department, customer service and traffic and tolls

Responsible for creating and or overseeing budgets

Oversee performance objectives and performance metrics in place by the Head of Reservations

Oversee customer service teams and functions, including identifying key performance metrics and hold team accountable for improvements

Define processes that will drive improvements in customer satisfaction

Work closely with internal partners to identify and resolve issues impacting customer experience

Identify process gaps affecting customers and/of business efficiencies, and develop solutions

Provide support, direction, and leadership in reservations services in accordance to brand standards, sales objections, performance and quality assurance indicators established

Evaluate current services and provide strategic planning

Provide opportunities for training and development.

Qualifications

Bachelor’s degree required

7+ years of progressive management experience

5+ years experience leading a contact center or related experience

Excellent verbal and written communication skills

Ability to collaborate across multiple departments and teams

Outstanding attention to detail

Proven ability to interact with multiple levels of leadership both internally and externally, and influence peers and senior management

Experience in leading a shared services organization

Experience in leading business improvement projects within a Shared Service Center environment is a plus

Ability to inspire, motivate, and lead the local as well remote teams

Strong analytical, prioritizing, interpersonal, problem-solving, presentation, budgeting, project management (from conception to completion), and planning skills

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.

Benefits:

We value our employees’ time and efforts. Our commitment to your success is enhanced by an extensive benefits package including paid vacation, medical, dental, vision and 401(k), Short Term Disability, Long Term Disability, Basic Life and Supplemental Life benefits and future growth opportunities within the company.

We are an Equal Opportunity Employer M/F/D/V.

The information listed above is intended to describe the general nature and level of this position. Essential functions and responsibilities may change as business needs require. Your response to this advertisement may result in your consideration for employment with Sixt Rent a Car, LLC and its subsidiaries. Offers of employment will be made by Sixt rent a Car, LLC or any of its subsidiaries or brands.

Come join our team! Apply now.