Job purpose:Theprimary mission of the Contact Centre Team Leaderis to manage the day-to-day activities of the Contact Centre, to lead, develop, motivate and manage a team of Contact Centre Agents to ensure departmental goals with regard to quality, sales, systems support and quantity of work are achieved / exceeded at all times. Deliver on key result areas (below) and enhance market results through use of Global Customer Care Certification tools to ensure optimum productivity, quality of output, performance management, best practice implementation, knowledge and competency sharing.Key-result areasManage and develop team members through training, coaching, Performance Management process, goal-setting and effective timely feedback to ensure that all team members know how they are performing and receive the appropriate guidance to help them improve their performance, conduct their tasks effectively & are motivated to strive to consistently achieve/exceed market targets.Develop the coaching skills of the Team Mentors through calibration sessions and coaching observations.Effectively communicate with staff through huddles and team meetings/briefs in order to ensure team members receive feedback on their own, the team's and the market's performance and best practice sharingEvaluate current processes within the market via huddle feedback, focus groups and / or formal process reviews and recommend alternatives to ensure that processes are continuously improving and changing to meet the needs of the organisation through HIP initiatives.Proactively implement plans to deliver targets and regularly review these plans based on market targets and activity.Adherence to the Global Certification process to include delivery of all objectives outlined in monthly MS3E checklistInterview and hire new employees as required to optimise resourcing levels to ensure that targets and productivity can be maintained.Maintain positive and effective communication with internal and external customers to provide a service that exceeds customers' expectations, with a focus on contact reduction / first contact resolutionFacilitate in the implementation of change through planning, communication, influence and evaluation.Share experience, knowledge and best practice across contact centre markets and other business units in order to strengthen the Team Performance Leader Team.Propose, develop and implement an action plan, based upon Mindset and Pulse survey results, to increase employee satisfaction leading to a reduction in staff turnover.Be fully conversant with the Hertz Mission, Vision and Values and seek to fulfil them in your day-to-day activities.The incumbent is responsible for working with and through others, building and maintaining relationships, and working closely and accurately within established guidelines. The person must be friendly and genuinely interested in the business, agenda, and needs of others, including the company, its management, the team and its customers. The person needs to involve others in the decision-making; there is a need to build consensus rather than make decisions alone. Ability to display resilience and objectivity through change management is essential.Professional experience:Previous supervisory experience & performance management experience desirableConsistent achievement of required targetsProven track record in quality coaching experienceKnowledge:Fluency in English and / or appropriate market language essentialGood knowledge of Hertz systems and procedures is essentialKnowledge of external booking system desirableSix Sigma Yellow/Green Belt, an advantageSkills:Flexibility & reliabilityExcellent written & verbal communication skills with a persuasive, teaching styleHighly customer services orientatedGood PC skills – Microsoft Package essentialSocially-focused; with "how can I help you?" attitudeAbility to work in a Fast-paced environmentAbility to build and maintain relationshipsCompetencies:PrimaryLeadershipRelationship Management & NetworkingCoaching & Performance ManagementEffective communicationBusiness & Customer OrientationAnalysis & Decision MakingOrganisation & Resource ManagementContinuous Improvement & ExpertisePersonality traitsDrive & initiativeProfessionalism & resilienceWhat you GetHybrid/flexible working arrangementsWork from Abroad: Up to 20 days annually22 days holidays on hire rising to 27 days with serviceBirthday Leave: 1 day off per yearPaid Maternity, Adoption & Paternity LeaveEmployee Assistance Programme: Counselling, coaching, advisory services 24/7 365 days per year for employee and familyOccupational Health supportOccupational Pension Scheme – non-contributory auto enrolment on commencement. When you contribute 3-5%, Hertz will match and add 2%Life Cover payable at 4 times base salaryIncome protection for long term illnessEmployee car rental discount in corporate locations which can also be extended to friends & familyAccess to compressive online learning platformsTuition support through Staff Development Programme10 days paid study leave & paid exam leave where exams fall during work hoursProfessional membership fees paid annually where membership relates directly to roleBike to Work & Travel Pass schemes.Christmas savings schemePerks at Work: Lifestyle discounts