Team Lead

Corpay•Schaumburg, IL

11d•Onsite

About The Position

Corpay is currently looking to hire a Team Lead. This position falls under our Lodging line of business and is located in Schaumburg, IL. In this role, you will be responsible for overseeing Reservation Specialists during an assigned shift, ensuring all scheduled tasks and operational functions are completed accurately, on time, and in accordance with defined procedures. You will train, coach, and mentor team members to ensure productivity and service level agreements (SLAs) are consistently met or exceeded. This role requires strong leadership and interpersonal skills, along with the ability to perform in a fast-paced, high-pressure environment. You will report directly to the Senior Supervisor and regularly collaborate with supporting teams and departments.

Requirements

High School Diploma or GED required
Minimum 2+ years’ experience in a call center environment
Minimum 1+ year experience overseeing or leading a team
Previous supervisory experience required (if not a TA Connections employee)
Strong understanding of call center technology and client relationship best practices
Excellent verbal and written communication skills with strong attention to detail
Strong organizational, analytical, and problem-solving abilities
Ability to interact professionally with clients and partners via phone and electronic channels
Strong interpersonal and relationship-building skills
Ability to coach, manage, and provide feedback effectively
Flexibility to adapt to changing schedules and customer needs
Proficient internet research skills
Ability to manage multiple priorities in a high-volume environment
Proficiency in Microsoft Office (Word, Excel, PowerPoint)

Nice To Haves

Airline industry call center experience preferred
Experience with SABRE preferred
MS Project preferred

Responsibilities

Assigning shift activities to Reservation Specialists
Ensuring Reservation Specialists understand and acknowledge assigned tasks
Maintaining and updating team schedules/rosters to reflect deviations and approved changes
Acting as the primary liaison between client duty managers and Reservation Specialists
Working closely with clients to meet operational requirements
Communicating with internal departments and management to resolve issues and expedite work
Ensuring alignment and clarity before communicating instructions or information to team members
Maintaining a positive, respectful, and professional team environment
Reporting incidents formally and professionally to leadership and/or HR
Leading shift resources efficiently to balance workloads and adjust priorities as needed
Monitoring and reporting agent attendance, punctuality, breaks, and policy adherence
Ensuring all agents have access to required tools, systems, and resources per SOPs
Utilizing tools and technology to process, track, and report transactions
Performing all Reservation Specialist duties as needed, including: Booking and updating hotel accommodations, Last-minute hotel sourcing, Rate negotiations, Communicating with hotels and ground transportation vendors via phone and email, Accurately documenting reservation data, approvals, and background information
Supporting Reservation Specialists with real-time guidance during shifts
Executing hotel crew relocations and communicating with stakeholders
Completing routine Team Lead reporting and agent assignments
Monitoring team performance for evaluations, quality assurance, and training purposes
Providing ongoing constructive and positive feedback to team members
Maintaining performance and core competency standards
Advising leadership on opportunities for improvement with discretion and professionalism
Adhering to all Corpay policies, rules, and regulations
Assisting with special projects and additional tasks as assigned