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Avis Budget Group

Specialty Reservations Representative-2

Specialty Reservations Representative-19

The Leave Specialist will manage the administration of leaves of absence for an employee’s own medical condition to ensure compliance with Company policies, the Family and Medical Leave Act (FMLA), state and local leave laws and the Americans with Disabilities Act (ADA), as well as coordinate benefits under the Company’s short-term and/or long-term disability plans. The Leave Specialist will communicate with external vendors, provide guidance to employees seeking leaves and collaborate with internal stakeholders, all while providing excellent customer service.Duties/Responsibilities:<ul> <li>Serve as primary point of contact for employees, managers and HR personnel for medical leaves, ensuring relevant stakeholders are aware of Company policies, the leave process and their responsibilities.</li> <li>Track employees’ application to the Company’s third party leave vendor, ensuring required information is provided to the vendor in a timely manner.</li> <li>Ensure compliance of all federal, state and local leave laws, including vendor compliance, and that leaves are properly designated in the Company’s systems.</li> <li>Coordinate applicable short-term and long-term disability benefit payments pursuant to the terms of Company plans and relevant state and local laws.</li> <li>Account for continuous, intermittent and reduced schedule leave use by employees in relevant company systems and work closely with relevant internal parties to ensure that pay for employees is accurate and correct.</li> <li>Work closely with human resources and managers to communicate necessary paperwork is being prepared, submitted, and retained; Send required notices, forms and letters to employees.</li> <li>Maintain reasonable communication with employees on leave to facilitate smooth and timely return to work, including leave expirations, extensions of leave and accommodation requests.</li> <li>Coordinate leave requests as an accommodation under the ADA by facilitating the interactive process.</li> <li>Oversee the return-to-work process for employees returning from extended FMLA or other leave(s), including coordination with managers, human resources and the safety team regarding leaves for workplace injuries.</li> <li>Review all case escalations on a regular basis to the Vice President of Human Resources and the Company’s legal department</li> <li>Maintain complete and accurate records of leave and accommodation requests as cases in the Company’s XXX database, in accordance with specified legal requirements and documentation of best practices. </li> <li>Produce and manage reporting metrics and analytics for all leave cases. Presents reports to VP of HR and legal as requested.</li> <li>Preserves confidentiality of employee medical documentation and files.</li> <li>Maintains knowledge of all applicable leave and accommodation laws including the FMLA, ADA, and state and local laws.</li> <li>Recommends revisions to company leave policies to ensure compliance with federal, state, and local laws; makes recommendations for process improvements.</li> <li>Manage team of leave coordinators</li> <li>Performs other related duties as assigned.</li> </ul>Required Skills and Abilities:<ul> <li>Excellent written and verbal communication skills.</li> <li>Excellent analytical, critical thinking and problem-solving skills.</li> <li>Excellent organizational skills and attention to detail.</li> <li>Excellent collaboration and partnership skills, both internal and external.</li> <li>Ability to both follow structured processes and tolerate ambiguity as situations demand.</li> <li>Ability to communicate and make recommendations to upper management</li> <li>Ability to identify basic problems and procedural irregularities, collect data, establish facts and draw valid conclusions</li> <li>Ability to multi-task and drive multiple projects</li> <li>Ability to work independently in a fast-paced environment with changing priorities</li> <li>Demonstrated ability to lead a team</li> <li>Demonstrated ability to deal with confidential information</li> <li>Demonstrated problem solving, time management and priority setting skills</li> <li>Team player, results focused, strong work ethic, high ethical standards.</li> <li>Proficient in Microsoft Office Suite or similar software, including Excel.</li> </ul>Education and Experience:<ul> <li>Human resources, business administration or related field degree preferred.</li> <li>Minimum 2 years’ experience in an HR/Leave Administration/Employment Law related position, especially with claims management and coordination.</li> <li>Experience using HRIS software (Workday is desired), databases and web-based systems.</li> <li>Knowledge of various employment laws and regulations, including FMLA, ADA, EEO, COBRA, HIPAA and other applicable laws.</li> <li>General understanding of employee benefits as they relate to leaves of absence including STD, LTD and state disability laws.</li> <li>Experience in a fast-paced customer service environment is highly desired.</li> </ul>TulsaOklahomaUnited States of America

Leave Specialist

The Workforce Management Analyst role will be responsible for interpreting customer contact data, formulating, and implementing modifications to staffing plans for employee schedules and skill assignments to balance resources, both in real time and for future planning. This role will provide input and assist in the management of staff resources dynamically to support call center network goals and expectations. This role will also process timely, accurate reports on performance, goals, actions taken and needed to meet our daily goals. This position supports both internal and outsourced contact centers. What you'll do: Essential Duties and Responsibilities<ul> <li>Closely monitor contact center volume (voice, social media, etc.) routed to multiple outsource partners and internal ABG contact center, and make decisions to obtain service and budget levels determined by management</li> <li>Adjust routing on a real-time basis to allocate to different skills and/or vendors based on service level or contractual metrics</li> <li>Coordinate with IT Security to create new employees in the “SSO” systems (Symbee, Amazon, Verint) and add/adjust/monitor appropriate skills/permissions</li> <li>Create/Adjust routing profiles (skills) in ACD and Workforce Management Systems</li> <li>Act as point of contact for access/permissions issues related to WFM systems. (Verint, Amazon, Symbee)</li> <li>Direct and coordinate the real-time operation. Make decisions related to overtime, vacation, and time off without pay. </li> </ul><ul> <li>Analyze real time contact center trends including all customer contact volumes/ patterns, staff productivity, absenteeism, and resource allocation. </li> <li>Monitor and adjust daily/weekly/monthly employee schedules, and make empowered decisions based on any impact to staffing levels</li> </ul><ul> <li>Create “Intraday” reporting and distribute to management team</li> <li>Interact with Managers, Supervisors, and Outsource Partners throughout the day to optimize performance</li> </ul><ul> <li>Assists in the recovery from periodic outages and system down-time as they occur within the contact center.</li> <li>Monitor severe weather (forecast and current) that may impact volumes, location closures, and inventory loss.</li> <li>Monitor airport activity that may impact flight delays and call arrival volume/patters.</li> <li>Serve as a primary contact for contact center WFM to make decisions or escalate work related issues in the absence of the department manager and/or scheduling analyst. </li> <li>Coordinate/conduct daily briefings with WFM team and leadership team to ensure staffing opportunities are brought to the attention of operations. </li> <li>Facilitates recovery efforts from periodic outages and system down time when they occur within the contact center.</li> <li>Act as backup for critical roles, including department Scheduler, Forecaster, and Technology Analyst</li> <li>Other duties as assigned.</li> </ul>Supervisory ResponsibilitiesThis position does not have a formal supervision responsibility.Responsibility Scope/Impact (only applies to job families and field positions)<ul><li>Level I<ul> <li>Monitors call volume of inbound traffic and distributes based on staff availability.</li> <li>Ensures the coordination and adjustment of call volumes in a timely manner to meet customer service level requirements as determined by management. </li> <li>Inputs reference data and populates reports that will be used for capacity planning within the call center.</li> <li>Manages Intra-day functions and alerts management staff of potential areas of concern, making recommendations for improvement of operations for the supported business unit(s)/departments. </li> <li>Coordinates with other departments when system outages occur, and volume must be redirected.</li> <li>Documents Intraday and historical performance results and provides to stakeholders.</li> </ul> </li></ul><ul><li>Level II<ul> <li>Manages Intra-day functions and alerts management staff of potential areas of concern, making recommendations for improvement of operations for the supported business unit(s)/departments. </li> <li>Creates reports that will be used for capacity planning throughout the call center. </li> <li>Coordinates with other departments when system outages occur, and volume must be redirected.</li> <li>Creates reports that will be used for capacity planning throughout the call center. </li> <li>Documents and delivers software/process training to agents, outsource partners, and stakeholders</li> <li>Acts as subject matter expert related to Workforce Management software and processes</li> <li>Is Cross Trained on either Scheduling, forecasting function, or AWS call flow functions.</li> <li>Leads internal and external staffing meetings and training sessions</li> <li>Takes leadership role as escalation point and trainer for internal and external teams</li> </ul> </li></ul><ul><li>Level III<ul> <li>Acts in a leadership capacity in the absence of the departmental manager to coordinate the implementation of business unit policies and procedures. </li> <li>Serves as a decision maker in managing the daily volume and staffing levels to obtain service level and budget standards as established by management. </li> <li>Serves as the alternate scheduler in the absence of the Department Scheduler.</li> <li>Serves as alternate network forecaster in absence of Department Forecaster</li> <li>Analyzes call center trends, to include call volumes, call patterns, staff productivity and resource allocation to optimize overall business unit/brand performance. </li> <li>Participates in the development of cross business unit functionality as appropriate.</li> <li>Is Cross Trained on both Scheduling, Forecasting (short term and/or long term), and critical AWS functions</li> <li>Leads internal and external staffing meetings and training sessions</li> <li>Takes leadership role as escalation point and trainer for internal and external teams</li> </ul> </li></ul>What we are looking for: <h2>Education</h2><ul><li>High School diploma or equivalent is required. </li></ul><h2>Preferred Knowledge, Skills and Abilities</h2><ul> <li>1-2 years prior RPM / WFM experience as a Traffic/Scheduling Analyst</li> <li>Two years’ experience in a Call Center environment (or equivalent of professional experience).</li> <li>Knowledge of Verint WFM Software (preferred) or similar application (NICE/IEX, E-WFM, Genesis, etc.)</li> <li>Intermediate knowledge of ACD Technology (AWS-preferred, Avaya, Aspect, etc.)</li> <li>Two years’ experience in a Call Center environment </li> <li>Requires a high level of computer expertise, including MS Office Suite. (SQL experience a plus) </li> <li>Ability to analyze and interpret data</li> <li>Ability to communicate with all levels of company leadership and call center personnel</li> <li>Ability to manage multiple projects and tasks and multitask in a fast-paced environment</li> <li>Ability to prioritize and organize effectively</li> <li>Regular and punctual attendance is required</li> <li>Ability to work in an expanded hours operation, including evenings and weekends</li> </ul>Travel RequirementsMinimal travel is requiredPerks you’ll get: <ul><li>Access to Medical, Dental, Vision, Life and Disability insurance </li></ul><ul> <li>Eligible to elect other voluntary benefits including: Group Auto Insurance, Group Home Insurance, Pet Insurance, Legal Assistance, Identity Theft Protection, FSA, Accident Insurance, Critical Illness Insurance, and additional life insurance coverages </li> <li>401(k) Retirement Plan with company matched contributions </li> <li>Full training to learn the business and enhance professional skills </li> <li>Employee discounts, including discounted prices on the purchase of Avis/Budget cars </li> </ul><ul> <li>Access to an Employee Assistance Program for services including counseling, financial and legal consultation, referrals for care service and more </li> <li>Community involvement opportunities </li> </ul>Good-Faith Salary Range:The starting hourly rate for this position is $25.00- $28.00 hourly. Factors which may affect starting pay within this range may include [geography/market, skills, education, experience and other qualifications of the successful candidate]. This position is also eligible for up to 10 % bonus opportunities. [long-term incentive compensation awards].Who are we? Glad you asked! Avis Budget Group is a leading provider of mobility options, with brands including Avis, Budget &amp; Budget Truck, and Zipcar. With more than 70 years of experience and 11,000 locations in 180 countries, we are shaping the future of our industry and want you to join us in our mission. Apply today to get connected to an exciting career, a supportive family of employees and a world of opportunities. The fine print: Avis Budget Group is an equal opportunity employer – M/F/Veterans/Disabled.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. This position may be with any affiliate of Avis Budget Group. TulsaOklahomaUnited States of America

Workforce Management Analyst

Operations Performance AnalystThe Operations Performance Specialist 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. The Operations Specialist 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.Essential duties and responsibilities· 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 and existing 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 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.Preferred skills, experience and qualifications• HS diploma or GED required• Associate or bachelor’s degree preferred• Minimum of 2 years of related contact center experience• Excellent written and oral communication skills and strong interpersonal skills; proven abilities to interact with all levels of an organization• High proficiency in Microsoft Office applications• Preferred 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 attendanceBenefits:We provide a competitive salary as well as bonus potential, in addition to comprehensive benefits that include Medical, Prescription Plans, Dental, Vision, Flexible Spending Accounts, Basic and Voluntary Life and AD&amp;D, PTO, and 401K Savings Plan with company match of 6%.The base salary for this position is $25.00 hourly. Factors which may affect starting pay within this range may include skills, education, experience and other qualifications of the successful candidate.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 job posting is anticipated to remain open until March 6th, 2025.TulsaOklahomaUnited States of America

Operations Performance Analyst

The impact you’ll make: Research, resolve and respond to customers regarding their Truck rental experience. This will cover all aspects, pre, during and post rental of the customer’s interaction with the company. Accurate communication of policies and procedures in conjunction with the empowerment guidelines to negotiate a mutually beneficial solution that fosters customer satisfaction and promotes customer loyalty. Achieve and maintain performance expectations of a statistical and qualitative nature which will include professional and efficient handling of the customer call/email interactions and accurate completion of the administrative and follow-up duties when required. Essential duties and responsibilities, shown below, will vary accordingly based on assignment.What you’ll do: Essential Duties and Responsibilities<ul> <li>Own the interaction with customers by delivering outstanding service to drive and build loyalty, improve retention, and achieve corporate best-in-service goals and objectives.</li> <li>Complete customer email interactions, meeting response times using our internal email system.</li> <li>Complete responsibility to resolve customer inquiries and problems through effective interaction and negotiation</li> <li>Resolve product or service problems by clarifying the customer’s complaint, determining the cause of the problem, selecting and explaining the best solution to solve the problem, expediting corrections and adjustments.</li> <li>Provide accurate rental terms and conditions, including but not limited to pre and post rental transactions, loyalty programs and negotiation guidelines in accordance with company policy.</li> <li>Accurately enter required data into various company systems for tracking, reporting and retention of customer records. Ensure that all interactions are in accordance with ABG policies and standards for service and professionalism needed to achieve the ABG loyalty/NPS objectives.</li> <li>Meet or exceed specific metrics/goals in a performance driven function, including high customer satisfaction scores, negotiating and overcoming objections</li> <li>Answer questions from outsource partner Customer Service Representatives concerning reservations, rental procedures, billing situations, refunds/adjustments, promotional programs and corporate/commercial accounts. Provide coaching on policy and procedures.</li> <li>Approval of monetary adjustments up to authorized limit following the guidelines and parameters set for the various renting locations.</li> <li>Ensure that all reports are completed on time.</li> <li>Active participation in virtual training sessions is required.</li> <li>Other duties as assigned.</li> </ul>Supervisory ResponsibilitiesThis position does not have formal supervision responsibilities.What we’re looking for: Qualifications (may vary by level)<h2>Required Experience</h2><ul> <li>High School Diploma or GED required. Associate’s degree preferred.</li> <li>Three years of related job experience in a fast-paced customer service position</li> <li>For work-from-home(WFH) roles, previous WFH experience is preferred</li> </ul><h2>Required Knowledge, Skills and Abilities</h2><ul> <li>Strong analytical and mathematical skills, attention to detail, and ability to work independently and in teams.</li> <li>Strong leadership, decision making, and problem-solving skills.</li> <li>Strong analytical and organizational skills.</li> <li>Ability to handle complex customer issues while maintaining a positive attitude.</li> <li>Excellent verbal and written English communication skills with internal and external customers.</li> <li>Advanced PC skills using MS Outlook, MS Office and multiple internal systems for case management, reservations, etc.</li> <li>WFH employees must maintain a non-disruptive, distraction-free, designated, safe and ergonomically sound work environment where business information can be discussed and maintained in a confidential and secure manner. This is particularly important in customer-facing or Customer Care Center jobs where customer credit cards and personal information may be entered into Company systems.</li> <li>WFH employees must maintain high speed internet sufficient to provide secure, consistent and uninterrupted internet access necessary to perform their job, including attendance at video conferences or on meeting platforms. Use of a Company cell phone as a Wi-Fi “hot spot” for internet access should be limited to occasional use, such as when in attendance at an off-site meeting, internet outages or other emergency situations, and should not be used as your regular means of internet connection.</li> <li>Ability to demonstrate strong initiative to exceed expectations.</li> <li>Regular and punctual attendance required</li> </ul>Travel RequirementsMinimal travel is required.Benefits:We provide a competitive salary as well as bonus potential, in addition to comprehensive benefits that include Medical, Prescription Plans, Dental, Vision, Flexible Spending Accounts, Basic and Voluntary Life and AD&amp;D, PTO, and 401K Savings Plan with company match of 6%.The fine print:Avis Budget Group is an equal opportunity employer – M/F/Veterans/Disabled.TulsaOklahomaUnited States of America

6 Avis Budget Group Jobs