Operations Performance Specialist

Driven to be the Best 

People. Performance. Purpose. 

At Avis Budget Group, we’re driven to be the best vehicle rental company in the world, together. Our 25,000 employees raise the bar every day, bringing different perspectives, taking ownership, and leading with integrity. We’re defining the future of mobility with safe, sustainable solutions that move people, businesses, and communities forward. 

The Operations Performance Analyst 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. This role 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.  Provide training and support for new hire classes and existing employees.

What You'll Do: 

• 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 hire classes and existing employees with a focus on 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 a variety of instructional techniques and resources to engage trainess and facilitate learning
• Monitor and evaluate trainee progress through assessments, tests, and assignments
• 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.

What We're Looking For: 

• HS diploma or GED required
• Associate or bachelor’s degree preferred
• Minimum of 2 years of related contact center experience
• Prefer previous training/facilitation experience using Zoom or similar technology
• Understands the principles of how adults learn and how to apply them in a virtual classroom setting.
• Ability to adapt teaching methods to accommodate learners with varying educational backgrounds, learning styles, and cultural backgrounds.
• Excellent written and oral communication skills and strong interpersonal skills; proven abilities to interact with all levels of an organization
• Working knowledge of xVR, Watson, CS, and Truck applications.
• High proficiency in Microsoft Office applications
• Prefer 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

Who We Are: 

Here at Avis Budget Group, you will be joining a team of 25,000 driven people, performing with purpose. Together, we’re moving the future of transportation forward with our innovative, customer-focused solutions. 

Our culture is performance driven, where we encourage and support each other to be at our best through leadership, training, tools, and rewards. 

We are proud to make a positive difference to the lives of our colleagues, customers, and communities where we operate. 

Avis Budget Group is an Equal Opportunity Employer – Qualified applicants will receive consideration for employment without regard to their race, color, religion, sex, sexual orientation, gender identity, national origin, disability, status as a protected veteran or any other category protected by applicable law. 

This advertisement does not constitute a promise or guarantee of employment. This advertisement describes the general nature and level of this position only. Essential functions and responsibilities may change as business needs require. 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 position may be with any affiliate of Avis Budget Group.