Key focus of the role is to support the Contact Centre Manager in delivering exceptional customer service, ensuring operational efficiency and driving team performance to meet Hertz’s standards. This role requires a proactive leader capable of motivating staff, managing escalations and contributing to continuous process improvements within a dynamic rental environment.at our Hertz Rent A Car - Reservations Contact Centre in Cape Town.

Key Responsibilities:

Assist in managing daily contact centre operations, including call handling, reservations, and customer inquiries.

Lead, motivate, and develop a team of customer service representatives to achieve KPIs and customer satisfaction targets.

Monitor team performance through dashboards and reports, providing coaching and feedback for improvement.

Handle complex customer escalations with professionalism and empathy.

Support recruitment, onboarding, and ongoing training initiatives for contact centre staff.

Collaborate with other departments (fleet, maintenance, sales) to ensure customer needs are seamlessly met.

Contribute to implementing process improvements to enhance efficiency and service quality.

Ensure compliance with Hertz policies, industry regulations, and health & safety standards.

Prepare and present performance reports to senior management, highlighting trends and areas for improvement.

Foster a positive, team-oriented environment that encourages professional development.

Requirements:    

• Grade 12 or equivalent
• Minimum of 2 years’ Managerial/Supervisor experience 
  Minimum of 3 years’ Customer Service experience in a Contact Centre environment
• Must have a valid Driver’s Licence & own reliable transport
  •    Proven experience in team supervision or assistant management, preferably in the        automotive rental industry.
  •    Demonstrated success in driving performance metrics and customer satisfaction.
  •    Flexibility to work across diverse shifts, including evenings, weekends and peak           periods.
  •    Ability to handle multiple tasks simultaneously while maintaining attention to detail.
  •    A proactive approach to team development and process optimization.

Skills Required:       

•    Proficiency with contact centre technology, CRM systems, and reservation platforms 
•    Strong leadership qualities with the ability to inspire and develop team members.
•    Excellent verbal and written communication skills.
•    Exceptional problem-solving skills and the ability to manage high-pressure situations.
•    Customer-centric mindset with a focus on delivering a high-quality experience.
•    Analytical mindset with the ability to interpret data and implement targeted improvements.
•    Adaptability to changing priorities and operational needs.
•    Basic financial acumen for managing team budgets and cost efficiencies.

You should deem your application unsuccessful if you have not been granted an interview two weeks after closing date of applications.