Operations Supervisor

Corpay • Lexington, KY

4d • Onsite

About The Position

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

The supervisor coordinates representative work, monitors service quality and performance, coaches and develops direct reports, and helps ensure clients’ and hotels’ needs are addressed promptly. The role also monitors workflow, analyzes metrics, collaborates with Learning & Development and other departments, and assists with overflow work and team projects.

Requirements

• High school diploma or GED.
• 3–5 years of related supervisory experience.
• Ability to teach others, work in a team environment, and deliver superior service.
• Ability to develop, report, interpret, and act on key metrics.
• 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, professional oral and written communication skills with varied audiences.
• Excellent interpersonal skills.
• Working knowledge of Microsoft Word, Excel, Outlook, and the internet.
• Strong attention to detail and organizational skills.
• Initiative, personal responsibility, ownership, and commitment to high-quality customer service.

Nice To Haves

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

Responsibilities

• Coordinate call center representatives’ work activity and ensure superior customer service.
• Conduct regular meetings, coaching, and feedback sessions with direct reports; monitor performance and track individual metrics.
• Monitor interactions affecting client relationships, including answering calls, processing requests, making reservations, following up on client messages, consulting, and basic negotiation.
• Resolve client and hotel calls regarding extensions, early departures, or reservation changes.
• Conduct client communications as needed and ensure issues related to call center representatives are resolved promptly and effectively.
• 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 statistics, including identifying trends and insights.
• Ensure staff meet targeted metrics through coaching, development, and discipline.
• Collaborate with Learning & Development to ensure staff are appropriately trained.
• Participate in 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.
• Paid time off 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