Operations Performance Analyst

Operations Performance Analyst

The Operations Performance Specialist 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. The Operations Specialist 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.

Essential duties and 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 and existing 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 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.

Preferred skills, experience and qualifications

* HS diploma or GED required

* Associate or bachelor's degree preferred

* Minimum of 2 years of related contact center experience

* Excellent written and oral communication skills and strong interpersonal skills; proven abilities to interact with all levels of an organization

* High proficiency in Microsoft Office applications

* Preferred knowledge of Verint and speech analytics 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

Benefits:

We provide a competitive salary as well as bonus potential, in addition to comprehensive benefits that include Medical, Prescription Plans, Dental, Vision, Flexible Spending Accounts, Basic and Voluntary Life and AD&D, PTO, and 401K Savings Plan with company match of 6%.

The base salary for this position is $25.00 hourly. Factors which may affect starting pay within this range may include skills, education, experience and other qualifications of the successful candidate.

The compensation and benefits information is accurate as of the date of this posting. The Company reserves the right to modify this information at any time, with or without notice, subject to applicable law.

This job posting is anticipated to remain open until March 6th, 2025.