A Day in the Life:
The Command Center Specialist will be responsible reviewing team member schedule adherence, monitoring channel performance and productivity to ensure Customer Care strategic objectives are achieved.
The starting salary for the role is $16.00.
What You’ll Do:
First point of contact when agents call in sick and/or absent.
Input and communicate Home Agent makeup times and excused late times.
First point of contact for system issues involving Home agents, Reservation Center and its partners.
Open tickets for system issues and report to management team as necessary.
Monitor the real-time schedule compliance of agents going to break, lunch etc.
Perform daily attendance audit.
Manage the balance of calls between Hertz and the business partners.
Manage the Performance Status Process.
Manage the skills assignments to ensure call handling.
Manage staffing using overtime and voluntary time off as needed.
Prepare Performance report periodically throughout the day and send to the Customer Care Leadership Team.
Monitor local and national news and weather events that may affect call performance or staffing.
Other duties and/or projects as assigned.
What We’re Looking For:
High School Diploma or equivalent, some college preferred.
Working knowledge of Work Force Management (WFM) methodologies and software
Good understanding of call center metrics
Working knowledge of SQL preferred
Good knowledge of the business area(s) being served
Ability to gather, analyze and interpret data and generate reports.
Working knowledge of Windows Operating systems to include MS Office (Word, Excel, Access, Outlook)
Strong written and verbal communication skills
Display a high level of professionalism and integrity
Must be detail oriented with good organization and time management skills
Strong interpersonal skills with the ability to work effectively with all levels of leadership
Must be able to perform well under pressure and under deadline-driven situations
Must be able to maintain confidentiality
Must be a self-starter with the drive and determination to function as a Subject Matter Expert making sound and substantiated shift scheduling recommendations
What You’ll Get:
40% off any standard Hertz Rental
Paid Time Off
Medical, Dental & Vision plan options
Retirement programs, including 401(k) employer matching
Paid Parental Leave & Adoption Assistance
Employee Assistance Program for employees & family
Educational Reimbursement & Discounts
Voluntary Insurance Programs - Pet, Legal/Identity Theft, Critical Illness
Perks & Discounts –Theme Park Tickets, Gym Discounts & more
The Hertz Corporation operates the Hertz, Dollar Car Rental, Thrifty Car Rental brands in approximately 9,700 corporate and franchisee locations throughout North America, Europe, The Caribbean, Latin America, Africa, the Middle East, Asia, Australia and New Zealand. The Hertz Corporation is one of the largest worldwide airport general use vehicle rental companies, and the Hertz brand is one of the most recognized in the world.
US EEO STATEMENT
At Hertz, we champion and celebrate a culture of diversity and inclusion. We take affirmative steps to promote employment and advancement opportunities. The endless variety of perspectives, experiences, skills and talents that our employees invest in their work every day represent a significant part of our culture – and our success and reputation as a company.
Individuals are encouraged to apply for positions because of the characteristics that make them unique.
EOE, including disability/veteran