Job Description

General Responsibilities

Supervisor, Partner Performance

JOB PURPOSE:

The Supervisor, Partner Performance will monitor outsourced partner teams' day-to-day activities and performance and build and maintain positive working relationships with internal stakeholders and external service providers. The Supervisor will provide guidance to the key outsource partner team on how to achieve targets and continuously improve the customer experience. The Supervisor will also quickly and effectively handle all customer and internal escalations of contacts handled by outsource partners with exceptional quality. This position will optimize opportunities to enhance the customer experience and delivery of services with exceptional care and quality. A successful candidate will have a passion for delivering exceptional customer service.

Essential Requirements

Job Contributions:

* Counsel partners regarding all aspects of production to align with contractual obligations including customer service issues, attendance, attrition, training, coaching, quality, and driving the right cultural alignment.
* Manage and develop partner performance by analyzing performance trends and results, providing guidance and coaching on performance management, and supporting the goal-setting process.
* Deliver timely and effective feedback to partners, providing awareness of performance and the guidance and motivation to strive to consistently improve and achieve/exceed targets.
* Coach partners on real-time observations regarding performance, metrics, SOP and policy adherence, quality, and long-term capability building. Share experience, knowledge, and best practices to strengthen the partner team.
* Analyze trends across brands, locations, and queues to drive change, increase efficiency, and reduce costs at partner locations.
* Collaborate with internal support teams to continuously improve and enhance the customer experience.
* Effectively communicate with partners by leading weekly meetings, attending calibration sessions, and conducting site visits and focus groups, ensuring partners are up to date on Hertz policies, procedures and programs.
* Act as point-of-contact across all Hertz brands and partner locations.
* Establish, develop, and maintain relationships with the outsource partner network.
* Evaluate processes and recommend alternatives for process and productivity improvement.
* Partner with internal stakeholders to prioritize resources for site visits and training, as required.
* Assist in implementing new contact queues at new or existing customers, as needed.
* Other duties and projects as assigned.

Experience and Qualifications

* Ability to motivate a team and keep a positive attitude in a high-volume and fast-paced operation.
* Ability to drive and support process and organizational change.
* Ability to work under minimal supervision with a goal-oriented mindset.
* Excellent verbal and written communication skills.
* Excellent organization, time management, and prioritization skills.
* Strong critical thinking and decision-making skills.
* Courageous leadership and accountability.
* Dedication to providing an excellent customer experience.
* Associate degree in Business or related field, preferred
* 1 year leadership in a customer service or sale environment, preferred
* Project management or process improvement experience, preferred
* Proficiency in Hertz software GAR, DASH, PC Excalibur, Carrent, CRM, Sales Systems, NICE, and Salesforce, preferred
* Proficiency in MS Office, required

o Hertz is a Drug-Free Workplace. All employment is contingent on successful completion of drug and background screening.

o Hertz is an equal opportunity affirmative action employer and administers all personnel practices without regard to race, color, religion, sex, age, national origin, sexual orientation, gender identity or expression, marital status or domestic partnership status, disability, protected veteran status or military status, genetic information, or any other category protected under applicable law. Hertz is committed to taking affirmative steps to promote the employment and advancement of minorities, women, persons with disabilities and protected veterans.