Customer Service - Operations - M1 - USA

Corpay • Lexington, KY

20h • Onsite

About The Position

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

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, 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, is self-motivated, and is committed to high workplace standards.
• Proven effective and professional oral and written communication skills with various levels of audience.
• Excellent interpersonal skills
• Working knowledge of Microsoft Word, Excel, Outlook, and the internet
• Must be extremely detail-oriented and organized.
• Takes initiative, demonstrates personal responsibility and ownership, and exemplifies what it means to provide the highest level of customer service.

Nice To Haves

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

Responsibilities

• Coordinating work activity of the Call center 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, intake, and processing 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 Call center 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 service levels are met.
• Assisting in producing and analyzing relevant statistics, including identifying trends and insights
• Ensuring staff achieve targeted metrics through coaching, development, and discipline.
• 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

Benefits

• Medical, Dental & Vision benefits are available the 1st month after hire.
• Automatic enrollment into our 401 (k) 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

What This Job Offers

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