Avis Budget Group International

Agent

• Ensure every customer enjoys a worry-free experience.
• Drive sales through reservation management and contract initiation.
• Proactively advise and offer add-on products and protection options.

Online Check-in Agent – Spanish Speaker

Business Analyst

• 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
• Adjust routing on a real-time basis to allocate to different skills and/or vendors based on service level or contractual metrics
• Coordinate with IT Security to create new employees in the “SSO” systems (Symbee, Amazon, Verint) and add/adjust/monitor appropriate skills/permissions
• Create/Adjust routing profiles (skills) in ACD and Workforce Management Systems
• Act as point of contact for access/permissions issues related to WFM systems (Verint, Amazon, Symbee)
• Direct and coordinate the real-time operation. Make decisions related to overtime, vacation, and time off without pay
• Analyze real time contact center trends including all customer contact volumes/ patterns, staff productivity, absenteeism, and resource allocation
• Monitor and adjust daily/weekly/monthly employee schedules, and make empowered decisions based on any impact to staffing levels
• Create “Intraday” reporting and distribute to management team
• Interact with Managers, Supervisors, and Outsource Partners throughout the day to optimize performance
• Assists in the recovery from periodic outages and system down-time as they occur within the contact center
• Monitor severe weather (forecast and current) that may impact volumes, location closures, and inventory loss
• Monitor airport activity that may impact flight delays and call arrival volume/patters
• 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
• Coordinate/conduct daily briefings with WFM team and leadership team to ensure staffing opportunities are brought to the attention of operations
• Facilitates recovery efforts from periodic outages and system down time when they occur within the contact center
• Act as backup for critical roles, including department Scheduler, Forecaster, and Technology Analyst
• Other duties as assigned

Workforce Management Traffic Analyst

Call Center Representative

• Accurately clarify, research and communicate information to provide options that fulfill customer needs in response to inquiries, requests and requirements related to new and existing car rental reservations
• As appropriate cross sell ancillary products & services to obtain and grow revenue
• Insure that all interactions are in accordance with company policies and standards of customer service and professionalism
• Customers include Prestige (Chairman's Club, President's Club, CEO, etc.), Corporate Tour and general consumer groups
• Accurately clarify, research and communicate information to provide and implement solutions in response to customer inquiries, requests and issues related to past and future car rentals
• Customers include Prestige (Chairman's club, President's club, CEO, etc.), Corporate Tour and general consumer groups
• Accurately input required data into various company systems for tracking and retention of customer records
• Insure that all interactions are in accordance with company policy and standards of customer service and professionalism
• Provide highly accurate and prompt assistance, completion and processing of forms and/or reports related to reservation special handling requirements or requests
• Coordinate forthcoming reservations and/or investigate customer service issues through telephone and email communication with field operations personnel
• Insure accurate and timely completion of adjustments for customers
• Prepare communications to customers using professional standards of vocabulary and grammar
• Participate in special projects and/or conduct various other duties as may be required or assigned

Online Check-in Agent – Spanish Speaker

Workforce Management Traffic Analyst

Reservations Representative – Contact Center