Operations Supervisor

Corpay • Brentwood, TN

8d • Onsite

About The Position

Corpay is seeking a dedicated and experienced Operations Supervisor supporting Corpay’s North American Trucking (NAT) Operations team. In this role, you will lead a group of Account Managers responsible for servicing high-volume inbound and outbound customer interactions across phone, email, and chat for one of our largest national partner accounts. This role is a hands-on, player-coach position focused on driving team performance, ensuring schedule adherence, and delivering high-quality customer experience. You will be responsible for monitoring daily operations, coaching team members, managing client-facing escalations, and ensuring key performance standards are consistently met. You will report directly to the Senior Manager of NAT Account Management and collaborate with internal teams.
The ideal candidate is detail-oriented, highly organized, and thrives in a fast-paced, customer-centric environment. You will play a critical role in developing team members, improving processes, and maintaining operational excellence across all customer touchpoints.

Requirements

• 2+ years of leadership experience
• Strong verbal and written communication skills
• Excellent phone skills, including active listening and effective issue resolution
• Proven ability to lead, coach, and develop team members
• High attention to detail and strong organizational skills
• Ability to multi-task and troubleshoot complex issues in a fast-paced environment
• Proficiency in Microsoft Office (Excel, Word, Outlook)
• Willingness to work an in-office schedule (12 PM – 9 PM or aligned business needs)

Nice To Haves

• Previous call center or customer operations management experience
• Experience working with Salesforce or similar CRM platforms
• Familiarity with contact center tools (e.g., NICE)
• Experience supporting payment processing or financial services environments

Responsibilities

• Supervising and supporting a team of ~7 Account Managers in a shift-based, high-volume contact center environment
• Monitoring real-time performance, including schedule adherence, workload distribution, and queue management
• Tracking and evaluating team performance through KPIs, quality assurance reviews, and side-by-side coaching
• Providing ongoing coaching, feedback, and development to improve individual and team performance
• Handling and resolving escalated client issues, primarily related to card processing and account support
• Ensuring team members are following established policies, procedures, and service standards
• Conducting regular quality reviews (QA) and implementing action plans to address performance gaps
• Maintaining operational efficiency by identifying trends, addressing issues proactively, and supporting process improvements
• Fostering a positive, accountable team environment focused on service excellence and continuous improvement

Benefits

• Medical, Dental & Vision benefits available the 1st month after hire
• Automatic enrollment into our 401k plan (subject to eligibility requirements)
• Virtual fitness classes offered company-wide
• Robust PTO offerings including: major holidays, vacation, 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

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed