Contact Center Quality Manager jobs in Manchester, NH

• Are your leadership skills admired by many?
• Are you knowledgeable in Auto repair techniques?
• Do you enjoy making a difference?

If so, keep reading!

What Your Day Looks Like:

• Management responsibility for a staff of10 team members; conduct annual performance evaluations, develop goals, performance plans and conduct mid-year progress reviews for the support staff.
• Oversee the day-to-day operations of the fleet maintenance department including the management of our call center, coordination of all maintenance related items for fleet vehicles: review and authorization of repairs, locating repair facilities, invoice reconciliation and communications with drivers, etc.
• Aggressively pursue warranty recovery with manufacturers while addressing downtime issues for our clientele.
• Coordinate rental vehicles and glass repairs for our clients as needed. Occasionally oversee process of up fitting, body work and get ready of lease vehicles through various service vendors.
• Maintain, nurture and expand upon relationships with vendors including the negotiation of volume discounts and rebates.
• Develop process improvements and best practices for the use of computer systems to streamline maintenance data for the fleet.
• Collaborate with other team members on planning and process initiatives; understand and manage interdependencies between business and projects, facilitate communications among impacted teams.

Your Experience:

• Prior management experience of 5 to7 years, preferably in the automobile leasing industry
• Prior automotive technician/service advisor experience and/or ASE Certification preferred
• Call center management experience highly desired
• Experience with Maintenance Software programs preferred

The Skills You Bring:

• Excellent leadership, management, team building and coaching skills
• Excellent telephone/verbal skills; strong written communications skills
• Strong negotiation skills
• Problem solving capabilities
• Proficient MS Office skills to include Excel, Word, Outlook required

Education:

• Bachelor's degree in Business Administration, Engineering, Mechanical Trade or other related field required

The Company

You're invigorated by team collaboration and a fast-paced work environment. Opportunities for growth motivate you to always bring your A-game. You're tired of being told "no" when you think of ways to improve, innovate, and do things better.

There's a place for people like you. Welcome to Merchants Fleet.

We've been around for more than 60 years, but we're the fastest growing fleet management company in North America. The fleet industry is behind every delivered package, the summertime memories kids make on their way to camp, and the heavy-duty trucks and vans that keep the lights on. That's a lot of responsibility, and why we want our employees to always be at their best.

Everything at Merchants Fleet is fueled by our entrepreneurial spirit, including:

• Leadership who truly lead and engage with employees
• Real career paths and the tools you need to grow and develop
• A work environment that's encouraging and collaborative

We know employees won't stay if they're not happy, which is why we provide a great benefits package on top of our award-winning work environment. In fact, we've just made the "Great Companies to Work For in NH" list for the eighth year in a row and have a 88% employee satisfaction score (higher than the national average of 57%).

So, what are you waiting for? See why a career with Merchants Fleet is the best decision your future self has ever made.

We are so fortunate to have an in-house team of Talent Acquisition Specialists who do an exceptional job meeting all of the needs of our business. For this reason, we do not have a need for external recruiting support.

^#LI-CF1