Operations Supervisor - Second Shift

Corpay • Brentwood, TN

6d • Onsite

About The Position

Corpay is looking to hire an Operations Supervisor to join our USVP lines of business. This position falls under our North American Fuel division and is located in Brentwood, TN. In this role, you will ensure the success and productivity of our Customer Support agent while maintaining high levels of client satisfaction and operational efficiency. You will report directly to Operations Manager and regularly collaborate with internal teams.

Requirements

• Minimum 2 years of experience in call center or customer service roles, with at least 1 year in a supervisory or leadership position
• Proven track record in account management or relationship management
• Minimum High School diploma or GED required
• Proficiency in Microsoft Office Suite

Nice To Haves

• Bachelor's Degree or equivalent work experience preferred
• Knowledge of Salesforce or similar CRM systems is a plus
• Strong leadership and team management skills with the ability to motivate and develop a high-performing team
• Excellent problem-solving and decision-making abilities
• Exceptional communication and interpersonal skills, with the ability to interact effectively with clients and internal stakeholders

Responsibilities

• Providing leadership and guidance to a team of Support Customer Agents, ensuring they have the resources and training needed to excel in their roles
• Conducting agent coaching’s to review performance metrics, share best practices, and address any challenges
• Serving as an escalation point for complex client issues, providing resolution strategies and support
• Overseeing the portfolio of Salesforce queues managed by the team, ensuring high levels of client satisfaction and retention
• Collaborating with leadership to develop and implement client service delivery strategies tailored to client needs and contract specifications
• Monitoring and managing the productivity and quality of the Support Customer Agents, ensuring adherence to company standards and client expectations
• Analyzing team performance data to identify trends, areas for improvement, and opportunities for growth
• Developing and refining processes and procedures to enhance the efficiency and effectiveness of the support customer function
• Providing ongoing coaching and development opportunities for support customer agents to enhance their skills and career progression
• Conducting performance evaluations and creating individualized development plans to support employee growth
• Working closely with other departments, including Sales, Product Development, and Account Management teams, to ensure seamless service delivery and support for clients
• Facilitating communication and coordination between Support Customer agents and other teams to address client needs and resolve issues promptly
• Acting as a change agent within the organization, identifying opportunities for process improvements and driving initiatives to enhance the client experience
• Contributing to the development and testing of new processes, products, and services that benefit the client base and improve operational efficiency

Benefits

• Medical, Dental & Vision benefits available the 1st month after hire
• Automatic enrollment into 401(k) plan (subject to eligibility requirements)
• Company-wide virtual fitness classes
• Robust PTO offerings including major holidays, vacation, sick, personal, and volunteer time
• Employee discounts with major providers (wireless, gym, car rental, etc.)
• Philanthropic support with both local and national organizations
• Engaging culture with company-wide contests and prizes

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED