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General Manager - Customer Care Center (Hartford, US)

LAZ Parking

Description

Want to hear something crazy? Cars only spend 5% of their time driving. Where do they spend the other 95%? PARKED!

LAZ Parking is one of the largest and fastest growing parking companies in the country. LAZ operates hundreds of thousands of parking spaces across the country. When it comes to parking, we’re the experts!

We are also a PEOPLE FIRST company. We often say “parking is our industry but people are our passion.” Our mission is to “create opportunities for our employees and value for our clients”. If you’re looking to join a growing company led by passionate people committed to being the best – contact us today!

The Spirit of the Position:

The General Manager, Customer Care Center is responsible for the oversight of the LAZ Parking’s national Customer Care Center (LC3), including multi-line business segment budgeting, the Care Center’s overall P&L management (revenue, operating expenses, capital expenses), Strategic Planning (including 5 year Strategic Plan) and insurance.

Responsibilities 

  • Understand, implement and deliver all requirements that are outlined within the contractual agreement between LAZ Parking and our regional clients as it relates to the LAZ Customer Care Center.
  • Oversee and direct all activities pertaining to Remote Monitoring, Location-Based Services, Online Parking Reservation Support, and any other line of business that will be part of the Care Center as part of an overall 5 year strategic plan.
  • Actively engage in the management of all key IT stakeholders who provide critical path solutions that will allow for a 24x7 uptime at the Customer Care Center and provide best-in-class services, topography, and hardware equipment solutions.
  • Act as a liaison and communicate pertinent information between the Customer Care Center, Regional Vice Presidents/GMs, LAZ Corporate, and Regional Clients.
  • Assist Regional Vice Presidents/GMs in analyzing remote monitoring fees and client costs for new and existing locations.
  • Coordinate with Home Office divisions to provide dynamic solutions for the Customer Care Center, which include but are not limited to, Location Based Pricing Models, Marketing Materials, and Location Based Solutions that will allow for better field level management.
  • Monitor, review, and analyze daily, weekly, monthly, and annual call center metrics across the Customer Care Center’s portfolio.
  • Review all facility expenditures and overall budget compliance.
  • Organize and narrate remote monitoring and customer service skills training for Manager(s) and Customer Service Representatives.
  • Managing, planning, scheduling, training, and directing the activities of Manager(s) and Customer Service Representatives.
  • Ensure that revenue, managed expenses, and customer satisfaction is maximized by maintaining the highest level of service thresholds and initiatives that are aligned with the expectations of LAZ Parking and its clients.
  • Implement and complete other projects, programs, and initiatives that may arise from the operation of the Customer Care Center.
  • Additional duties as assigned.

Education 

  • BA/BS Degree in Business.

Experience

  • At least 8 years’ experience in managing complex call/customer service contact centers (both incoming and outgoing).
  • Microsoft Lync systems experience a plus.

Skills

  • Experience should show a progression of successful projects and implementations.
  • Strong multi-tasking skills are essential.
  • Expert communicator and analytical thinker, time-management and problem-solving.
  • Experience with innovative telephony technology a plus.
  • Proven track record of successful development and implementation of exceptional customer service standards and procedures.
  • Strong coaching, leadership and interpersonal skills.

Physical Demands:

  • Ability to lift, push and pull at least 10 pounds.

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with qualified disabilities to perform the essential duties/functions.

FLSA Status: Exempt

To be hired, all candidates must pass a background check and pre-employment drug screen.

LAZ Parking is an equal opportunity employer. In all our employment practices, including hiring, we are firmly committed to equal opportunity without regard to race, religion, color, sex, age, national origin, citizenship, disability or any other basis of discrimination prohibited by applicable local, state, or federal law. No question in our application process is used for the process of limiting or excluding any applicant's consideration for employment on such grounds.

This employer participates in E-Verify

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