Operations Supervisor

Corpay • Lexington, KY

3d • Onsite

About The Position

Corpay is hiring an Operations Supervisor in its Lodging division in Lexington, Kentucky. The role leads and manages the daily activities of a call center team and reports directly to the Operations Manager. It regularly collaborates with other teams and departments. The position is performed in an office environment, with an assigned workspace, company-issued equipment, and formal, hands-on training provided.

The Operations Supervisor coordinates and monitors call center workflows and staff performance, supports customer service and reservation operations, resolves client and hotel issues, and helps ensure service quality and targeted metrics. The role also contributes to staff training, analysis of operational statistics, and projects and activities within the team and across CLC.

Requirements

• High school diploma or GED.
• 3–5 years of related supervisory experience.
• 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 problem-solving skills, including identifying root causes and solutions through critical thinking.
• Ability to thrive in a fast-paced environment with changing priorities.
• Positive, self-motivated, can-do attitude and commitment to high workplace standards.
• Effective and professional oral and written communication skills with varied audiences.
• Excellent interpersonal skills.
• Working knowledge of Microsoft Word, Excel, Outlook, and the internet.
• Extremely detail-oriented and organized.
• Initiative, personal responsibility and ownership, and commitment to providing a high level of customer service.

Nice To Haves

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

Responsibilities

• Coordinate the work activity of call center representatives and ensure superior customer service.
• Conduct regular meetings, coaching, and feedback sessions with direct reports; monitor performance and track individual metrics.
• Monitor interactions that affect client relationships, including answering calls, intake and processing requests, making reservations, following up on client messages related to production representatives and consulting activities, and basic negotiation.
• Resolve client and hotel calls regarding extensions, early departures, or reservation changes.
• Conduct client communications as needed.
• Ensure issues related to call center representatives are addressed and resolved in a timely and effective manner.
• Promote accuracy and service quality by spot-checking requests and reservations against client guidelines.
• Conduct quality call monitoring as needed and ensure service levels are met.
• Assist in producing and analyzing relevant statistics, including identifying trends and insights.
• Ensure staff achieve targeted metrics through coaching, development, and discipline.
• Collaborate with Learning & Development to ensure staff are appropriately trained.
• Participate in and/or coordinate projects, workgroups, and events within the team and across CLC.
• Assist with overflow work as needed.
• Monitor workflow daily.

Benefits

• Medical, dental, and vision benefits available the first month after hire.
• Automatic enrollment in the 401(k) plan, subject to eligibility requirements.
• Company-wide virtual fitness classes.
• PTO offerings including major holidays, vacation, sick, personal, and volunteer time.
• Employee discounts with major providers, including wireless, gym, and car rental providers.
• Philanthropic support with local and national organizations.
• Company-wide contests and prizes.

What This Job Offers

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