Director of Support Services - Wheels

Job Description:

The Customer Support Director is responsible for leading a team of Support Specialists, Rental & Impound Specialists, VIM Associates, other duties as assigned, and working closely with Account Managers and key operational areas. The role of the Supervisor is to train and mentor a team of associates to become proficient in the handling of VIM, rental, impound, and support functions and requests and provide world-class customer service and support to Clients. The ability to work effectively with various internal operating groups to manage internal and external customer expectations, promote client and driver advocacy, and create a 5-star service culture is critical to this role.

This leader provides guidance, leadership and performance management. This role requires a strong focus on the delivery of customer satisfaction, delivering and completing processes end to end, and the ability to lead a high volume team. Implements policies and procedures for the work team that ensures customer satisfaction, while actively meeting customer SLA/KPI and contributing to the effective resolution of customer issues. Contributes to setting and attaining departmental/corporate performance and fiscal goals and objectives.

In addition, strong organizational skills, employee coaching, and the ability to multi tasks are essential.

• Oversee associates in the management of New Vehicle Requests, Surplus Requests, Reassignment Requests, Terminations, Transfers, Redeployments, Rental Requests, Impounds and other tasks related to Client onboarding, maintaining a fleet, and off boarding
• Ensure associates are meeting expected department and individual goals and KPIs, support levels, key performance indicators
• Lead improvement initiatives and assist with change management
• Identify and implement processes and procedures to improve operational efficiency
• Provide leadership and guidance to associates who help deliver world class service to our clients
• Continually identify skill gaps, training needs and improve employee performance
• Work closely with Client Services Management to provide associates the support level needed in fulfilling Clients' fleet requests
• Ensure timeliness of response and accuracy of completed requests occurs daily within assigned duties of associates
• Create a collaborative team environment that is clearly focused on understanding and meeting client needs
• Initiate and drive the development of employees to promote continuous business improvement, maximize retention, and encourage personal growth and development within the company
• Create and uphold a service culture that promotes strong advocacy for our customers
• Participate in recruitment, training and coaching of new additions to the staff
• Coach existing team members to higher skill levels, productivity, and quality
• Work with Client Services leader to establish, maintain and report on team, employee, and department performance
• Work with Client Services leader to develop, implement and maintain standard department operating procedures and controls

Performance Management

• Identify specific, measurable performance standards that can be monitored and reported effectively
• Oversee the preparation of monthly, quarterly, and annual department operating reports
• Manage activities and deliverables of direct reports, including performance appraisals and salary/bonus recommendations

• Develop staff skills, provide coaching and mentoring, and manage capacity in anticipation of business needs.
• Lead recruitment and selection process and ensure new employees and existing employees are trained effectively
• Continuously monitor Client Services employee satisfaction and drive initiatives to improve engagement and satisfaction on an ongoing basis.
• Ensure delivery of developmental training to all Client Services team members.
• Enhance and execute Client Services manager development plans.

QUALIFICATIONS

• Bachelor's degree required
• Minimum of 10 years of business experience
• Minimum of 5 years' experience working in a service industry with significant experience managing staff in a full service, outsourcing environment providing support at the B2B client level
• Strong relationship management experience with strong proactive transaction execution is a must
• Proven people leadership experience and the ability to build and manage a team of service professionals.
• Knowledge of process improvement methodologies with experience in delivering measurable results
• Outstanding interpersonal and communication skills and strong presentation skills