Call Center Operations Supervisor

What We Need

Corpay is currently looking to hire a Call Center Operations Supervisor. This position falls under our CLC Lodging line of business and is in Lexington, KY. In this role, you will lead and manage the daily activities of a Reservation team. You will report directly to the Operations Manager and regularly collaborate with other teams and departments.

How We Work

As a Call Center Operations Supervisor, you will be expected to work in an office environment. Corpay will set you up for success by providing:

• Assigned workspace in Lexington, KY

• Company-issued equipment

• Formal, hands-on training

Role Responsibilities

• Coordinating work activity of the production representatives, ensuring superior customer service.

• Conducting regular meetings, coaching, and feedback sessions with direct reports; regularly monitoring performance and tracking key individual metrics

• Monitoring all interactions that affect client relationships:

• Answering calls, intakes, and processes requests, making reservations, following up on client messages relating to the production reps, consulting activities, and basic negotiation

• Resolving all client and hotel calls regarding extensions, early departures, or changes to a reservation

• Conducting appropriate client communications as needed

• Ensuring clients' issues related to production reps are addressed and resolved in a timely and effective manner.

• Promoting accuracy and quality in service via spot-checking requests and reservations about client guidelines

• Conducting quality call monitoring as needed

• Ensuring due times are met.

• Assisting in producing and analyzing relevant statistics, including identifying trends and insights

• Ensuring staff achieves targeted metrics via coaching, developing, and disciplining.

• Collaborating with Learning & Development to ensure all staff are appropriately trained.

• Participating in and/or coordinating projects, workgroups, and events within the team and across CLC

• Assisting with an overflow of work as needed

• Monitoring workflow daily

Qualifications & Skills

• High School Diploma or GED

• Bachelor's Degree preferred or three to five years of related supervisory experience.

• Previous supervisory experience is strongly preferred.

• Demonstrated ability to teach others, work in a team environment, and deliver superior service.

• Demonstrated ability to develop, report, interpret, and act on key metrics.

• Proven critical thinking skills, identifying root causes and solutions through a high level of critical thinking.

• Ability to thrive and excel in a fast-paced environment with changing priorities.

• Demonstrates a positive "can-do" attitude, initiative-taking, and commitment to high workplace standards.

• Proven effective and professional oral and written communication skills with various levels of audience.

• Excellent people skills

• Working knowledge of Microsoft Word, Excel, Outlook, and the internet

• Must be extremely meticulous and organized.

• Prior experience as a subject matter expert for policies and procedures is highly desired

• Takes initiative, demonstrates personal responsibility and ownership, and exemplifies what it means to provide the highest level of customer service.

Benefits & Perks

• Up to $6,000 Referral Incentive

• Automatic enrollment into our 401k plan (subject to eligibility requirements)

• Virtual fitness classes are offered company-wide.

• Robust PTO offerings including major holidays, vacations, sick, personal, & volunteer time

• Employee discounts with major providers (i.e., wireless, gym, car rental, etc.)

• Philanthropic support with both local and national organizations

• Fun culture with company-wide contests and prizes

Equal Opportunity/Affirmative Action Employer

Corpay is an Equal Opportunity Employer. Corpay provides equal employment opportunities to all employees and applicants without regard to race, color, gender (including pregnancy), religion, national origin, ancestry, disability, age, sexual orientation, gender identity or expression, marital status, language, ancestry, genetic information, veteran and/or military status or any other group status protected by federal or local law. If you require reasonable accommodation for the application and/or interview process, please notify a representative of the Human Resources Department.

Other details

• Job Family Managers

• Job Function EMPLOYEE_NONSALES

• Pay Type Salary

• Employment Indicator Employee

• Travel Required No

• Required Education High School

• Job Start Date Monday, July 15, 2024

Apply Now

• Lexington, KY, USA