The EBS Coordinator will support the Team Leader, Project Lead and Database analysts in the day to day activities of the European Business Support Department through responsibility for assigning, managing, tracking and monitoring department workload as well as updating & maintaining workload to ensure SLA’s are met. Support the growth of the Hertz business and ensure an optimum quality of service is provided to its internal customers.

What You’ll Do:

Assign, manage, track and monitor the Database Analysts workload via the Inboxes and logging file in order to keep control of the workflow within the department, by ensuring work delegation is done frequently so that SLA’s are met for GDD and GDS implementations and amendments. Coordinate work with the countries and relevant departments scheduling and agreeing completing dates and priorities. Support agents on the day to day to ensure the maintenance of acceptable turnaround time and backlog levels according to the department requirements and to ensure agents have the necessary information and resources to reach productivity and quality targets. Where appropriate escalate productivity or SLA concerns to Team Leader. Drive team to achieve quality and productivity targets, by identifying areas for development, and addressing them accordingly with structure coaching and feedback sessions. Support the teams by implementing GDD-RMS/GDS/Offsell/ Internet Updates and Projects in peak season. Monitor and ensure all procedures and SOPs are followed and that Internal and External customers receive a swift, professional and satisfactory response to all queries. Provide coaching support and mentoring for the Team, in order to achieve a high standard of performance accuracy and efficiency. Maintain a high standard of communication within the team so that the necessary task/job information flow is maintained. Carry out weekly quality monitoring as required and provide feedback to agents. Act as a secondary point of contact for other departments/Countries in relation to any issues that may arise. In addition to maintain positive working relationship with personnel in other departments in HESC, HEL, OKC, Australia and EMEA countries, to ensure effective interaction and support. Identify and efficiently solve problems, where possible or, where necessary, escalate to the Team Leader, so that department efficiencies are maintained and issues or problems do not re-occur. Stand-In for Team Leader during absence to attend Operations meetings, conference calls etc. and to ensure smooth running of the department. Over-see administrative duties to ensure smooth running of the day-to-day department and its functions. Be fully conversant with the Hertz and HESC Mission Vision & Values and seek to fulfill them in your day-to-day activities. Lead by example and be a role model for the team.
 

What We’re Looking For:

Must be strong in management to monitor the day-to-day nature of department operation. Must have good communication skills to take part in countries conference calls, Pricing Tele-presence, Team meetings and to conduct Team briefings and huddles. Must be strong in decision making when supporting with projects that impact revenue. Must be flexible with countries when Implementation is sent outside cut-off-date as a small delay result in revenue lost. Must be responsible and able to work with and through others, building and maintaining relationships, and working closely and accurately within established guidelines.
 

Professional Experience:

Previous supervisory experience & performance management experience desirable. Minimum 6 months experience in a GDD/GDS/Offsell, Internet, Resacar role required. Previous experience of working under pressure and to deadlines. Consistent achievement of required targets. Proven track record in quality coaching experience.
 

Knowledge:

Excellent knowledge of at least two of the Hertz Systems (GDD, GDS, Internet, Offsell, Excalibur, Res Maintenance, RMS, MDM, Resacar, Location and Policy Tool) is required. Fluency in English (Fluency in another European Language is an advantage). Excellent knowledge of Microsoft Office (Excel, Word and PowerPoint) required.
 

Skills:

Strong Leadership Skills. Good time management Skills. Good organisation Skills. Good communication Skills. Good delegation Skills. Flexibility & Reliability. Excellent written & verbal communication Skills with a persuasive, teaching style.. High customer service orientated. Good PC skills – Microsoft package essential. Socially-Focused; with “how can I help you?” attitude. Ability to work in a Fast-paced environment. Ability to build and maintain relationship.
 

Hertz is an equal opportunity employer, all applicants must have the legal right to work in Ireland (Valid EU Passport / Relevant Visa).
 

What You’ll Get:

40% off any standard Hertz Rental in Corporate countries. Hybrid/flexible working arrangements 22 days holidays on hire rising to 27 days with service. Occupational Pension Scheme with up to 5% company matched contribution.  Life Cover payable at 4 times base salary.  Profit Share Scheme Employee Friends & Family rental discount (40% discount for employee & partner; 30% discount for up to 8 additional family/friends)  Tuition support plus access to compressive online learning platform 10 days paid study leave & paid exam leave where exams fall during work hours.  Income protection for long term illness  Professional membership fees paid in full annually where membership relates directly to role.