Job Description: 
 
We are seeking to employ an enthusiastic & ambitious Service Coordinator to join our Contact Centre team based in our European Shared Service, Swords Dublin. 

The Service Coordinator in our Contact Centre will support Team Leaders to coordinate team efforts and engagement towards the Organisational goals, as well as will proactively support Team members with the quality and coaching strategy, and customers in case of any query, escalation or business requirements. 
 

What You’ll Do: 

The focus of this position is working with and through others, building and maintaining relationships, and working closely and accurately within established guidelines.  To maximize agents’ performance by designing and delivering effective coaching sessions, in order to improve quality, customer experience and sales results for the team.  To perform quality reviews to ensure all customer contacts are handled as per Hertz procedures and guidelines.  To be able to set performance related targets (e.g. sales, quality, etc.) in conjunction with Contact Centre Team Leader on a weekly basis and provide feedback where appropriate to Team Leaders to ensure agent development and customer service levels are maintained.  To give effective feedback to agents on their individual performance and escalate to Team Leader when underperformance is identified.  To provide reports and analysis on team’s performance, metrics, behaviour [i.e. productivity reports, alpha mail reports, activity reports, application reports, quality reports, agent transcode reports, thereby providing the market, HESC Management, Head Office In-country and other HESC departments with accurate information].  To be an example for fellow employees especially for the new trainees. 
To coach, develop and motivate team members through giving constructive feedback so that market targets are consistently achieved/exceeded.  Proactively implement performance plans to deliver targets and regularly review these plans based on market targets and activity.  Support Team leaders with Interviewing and hiring of new employees as required to optimise resourcing levels to ensure that targets and productivity can be maintained.  Support Team leaders with the coordination of the team and its activities.  To support the market taking calls or handling files, chats, social media to ensure markets targets and objectives are met.  To participate in recommending changes and improvements to existing coaching.  To carry out administration tasks i.e. updating contact lists and various forms.  General ad-hoc tasks and duties as requested.  Need to be flexible as working hours includes rotations and the centre is open 7 days a week according to business requirement.  Be fully conversant with Hertz Mission Vision and values and seek to fulfil them in daily work. 

What We’re Looking For: 

Licence to coach accreditation is preferable (required once successful).  Good working knowledge of Microsoft: Word & Excel.  Fluency in English and French is essential.  Good knowledge of Hertz systems and procedures is essential.  Strong Sales Skills, persuasive, "selling" (rather than "telling").  Highly Customer Service Oriented with adherence to established guidelines and procedures.  Socially-focused; with "how can I help you?" attitude. 

What you Get:

Employee Friends & Family rental discount (40% discount for employee & partner; 30% discount for up to 8 additional family/friends). Hybrid/flexible working arrangements. 22 days holidays on hire rising to 27 days with service. Occupational Pension Scheme with up to 5% company matched contribution.  Life Cover payable at 4 times base salary.  Profit Share Scheme. Tuition support plus access to compressive online learning platform. 10 days paid study leave & paid exam leave where exams fall during work hours. Income protection for long term illness. Professional membership fees paid in full annually where membership relates directly to role.  Bike to Work & Travel Pass schemes.  Employee Assistance Programme for employees and family. Occupational Health support. Christmas savings scheme.