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Operations Supervisor (Call Center Experience)

Lexington, KY, USA Req #4431
Monday, June 13, 2022
Operations Supervisor (Call Center Experience)

What We Need
 
FLEETCOR is currently looking to hire an Operations Supervisor within our Creative Lodging Solutions division. This position falls under our Lodging line of business and is located in Lexington, KY. In this role, you will lead and manage the daily activities of a Reservation team. You will report directly to Mandy Bear and regularly collaborate with various departments.

The schedule for this role will be
10:00am - 7:00pm.
 
 
How We Work
 
As an Operations Supervisor you will be expected to work in an office environment. FLEETCOR will set you up for success by providing:
 
• Assigned workspace in Lexington, KY office
• Company-issued equipment 
• Formal, hands-on training 

Role Responsibilities
 
The responsibilities of the role will include:
 
• Coordinating the work activity of the production reps to ensure superior customer service.
• Conducting regular meetings and coaching and feedback sessions with direct reports; regularly monitors performance and tracks key individual metrics.
• Monitoring all interactions that affect client relationships:
• Answering calls, intakes and processes request, makes reservations, follows up on client messages relating to the production reps, consulting activities and basic negotiation. Resolve 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 production reps are addressed and resolved in a timely and effective manner.
• Promoting accuracy and quality in service via spot checking requests and reservations in relation to client guidelines.
• Conducting quality call monitoring as needed.
• Ensuring due times are met.
• Assisting in producing and analyzing relevant statistics, including identifying trends and insights.
• Ensuring staff achieves targeted metrics via coaching, developing and disciplining.
• Participating in and/or coordinates projects, workgroups and events within the team and across CLC.
• Assisting with overflow of work as needed.
• Responsible to monitor work flow on a daily basis.
 
Qualifications & Skills
 
• Bachelor’s Degree or three-five years of related supervisory experience. 
• Previous supervisory experience strongly preferred. 
• 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 cause 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, self-motivated and 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. 
• Prior experience as a subject matter expert for policies and procedures highly desired. 
• Takes initiative, demonstrates personal responsibility and ownership and exemplifies what it means to provide the highest level of customer service. 

The ideal candidate will have:

• Prior experience in management 
• Experience in a call center environment 
• Familiar with service level goals, utilizing workforce management and troubleshooting software issues 

Benefits & Perks
 
• 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

Our Company & Purpose
 
FLEETCOR is a global leader in business payments, laser focused on developing smarter ways for businesses to pay their expenses.  Since 2000, FLEETCOR has developed innovative digital solutions that help businesses better track, manage, and pay their expenses. Today, FLEETCOR is an S&P 500 company with hundreds of thousands of customers using our products in over 100 countries. Companies of all sizes, industries and geographies rely on our product portfolio to manage spending more quickly, efficiently and securely than ever before.   
 
We embrace a culture grounded in five key values: integrity, collaboration, innovation, execution and people.  These values offer you the opportunity to ‘thrive & grow’ through career development, volunteer, community, and wellness initiatives. This allows you to create a balance between professional goals and personal achievement.
 
FLEETCOR is also committed to building and nurturing a culture of diversity, inclusion, equality, and belonging by:
 
• Welcoming people of different backgrounds, cultures, ethnicities, genders, and sexual orientations;
• Empowering our people to share their experiences and ideas through open forums and individual conversations; and
• Valuing each person’s unique perspectives and individual contributions.
 
Embracing diversity enables our people to “make the difference” as FLEETCOR and its more than 8,000 employees continue to shape the future of global payments. Learn more by visiting www.FLEETCOR.com or following FLEETCOR on LinkedIn. 
 
Equal Opportunity/Affirmative Action Employer
 
FLEETCOR is an Equal Opportunity Employer. FLEETCOR provides equal employment opportunities to all employees and applicants without regard to race, color, gender (including pregnancy), religion, national origin, ancestry, disability, age, sexual orientation, gender identity or expression, marital status, language, ancestry, genetic information, veteran and/or military status or any other group status protected by federal or local law. If you require reasonable accommodation for the application and/or interview process, please notify a representative of the Human Resources Department.
For more information about our commitment to equal employment opportunity and pay transparency, please click the following links: EEO and Pay Transparency

#LI-AH1 

About the Company:

FLEETCOR Technologies, Inc. (“FLEETCOR”) is a leading global provider of business payment solutions. We help companies of all sizes control, simplify and secure payment of various domestic and cross-border payables using specialized payment products. We serve businesses, partners, merchants, consumers and payment networks in North America, Latin America, Europe, and Asia Pacific.

  • $2.8B Annual Revenue
  • 800,000 Directly Served Business Clients
  • 9,700+ Employees

(as of December 31, 2021)

Our payment solutions provide our customers with a payment method designed to be superior to and more robust and effective than what they use currently, whether they use a competitor’s product or another alternative method such as cash or check. We group our payment solutions into five primary categories: Fuel, Lodging, Tolls, Corporate Payments and Gift. Each category is unique in its focus, customer base and target markets, but they also share a number of characteristics:  customers are primarily businesses, have recurring revenue models, have specialized networks which create barriers to entry, have high margins, and have similar selling systems.


FLEETCOR enjoys global recognition including:

  • Forbes Global Growth Champion – FLEETCOR is one of the 250 fastest growing companies in the world as determined by Forbes and Statista 
  • Forbes World’s Most Innovative Companies – FLEETCOR has made this prestigious list of leading innovative companies 4 years in a row!
  • Fortune 1000 Company – FLEETCOR was one of the largest movers in the new rankings of the largest companies in America, ranking  #872
  • S&P 500 – In 2018, FLEETCOR joined the S&P stock index comprised of the 500 leading US stocks

Our Mission


Create better ways for businesses and their partners to pay their expenses
 

Our Strategy

FLEETCOR will continue double-digit revenue growth by executing on four growth planks:

  • Sell More New Clients. FLEETCOR will continue growing sales by investing more in proven sales channels and bringing more prospects into the funnel.
  • Increase Revenue per Client. FLEETCOR will continue increasing its share of customer wallets through network expansion and cross-sell of add-on solutions.
  • "Beyond" Adjacent Segments. FLEETCOR will continue extending its existing business into adjacent spaces to broaden its market opportunity.
  • Launch New Platform Business. FLEETCOR has launched its "new platform business" integration "Expense Management & AP/Vendor Payments" solutions into one bundled software platform.
Our Commitment to Diversity, Equality, Inclusion, Belonging


Together we can foster true belonging. We know different ideas, perspectives and backgrounds lead to better innovation and results. We are therefore committed to building and nurturing a culture of diversity, inclusion, and belonging by:

  • Welcoming people of different backgrounds, cultures, ethnicities, genders, and sexual orientations;
  • Empowering our people to share their experiences and ideas through open forums and individual conversations; and
  • Valuing each person’s unique perspectives and individual contributions.

Embracing diversity enables our people to “make the difference” at FLEETCOR.
 

Our Values

FLEETCOR’s culture reflects our history of fast growth and our continued drive for results. Our entrepreneurial spirit remains strong across our global workforce, and we reinforce these principles in our five core values:

  • Innovation: Figure out a better way
  • Execution: Get it done quickly
  • Integrity: Do the right thing
  • People: We make the difference
  • Collaboration: Accomplish more together

These values guide all of our employees and are infused in all aspects of our Company.  We are, as a team, united through these shared values and our mission to provide “a better way to pay.”

Our values foster an inclusive culture through the expectation that all employees will treat each other with respect and appreciate the diversity of identities, thoughts, backgrounds and styles. Our commitment to fostering an inclusive culture has never been more essential than in this moment of national reflection. We must always celebrate the diversity of our company and our communities.

We strongly believe that the quality and diversity of our workforce provide FLEETCOR with a competitive advantage, and that our problem-solving and solution-building efforts are greatly enhanced when we harness the collective thinking of a diverse group of people with unique experiences and perspectives.

Equal Opportunity/Affirmative Action Employer:

FLEETCOR is an Equal Opportunity Employer. FLEETCOR provides equal employment opportunities to all employees and applicants without regard to race, color, gender (including pregnancy), religion, national origin, ancestry, disability, age, sexual orientation, gender identity or expression, marital status, language, ancestry, genetic information, veteran and/or military status or any other group status protected by federal or local law. If you require reasonable accommodation for the application and/or interview process, please notify a representative of the Human Resources Department.

For more information about our commitment to equal employment opportunity and pay transparency, please click the following links: EEO and Pay Transparency.

Other details

  • Job Family Managers
  • Pay Type Salary
Location on Google Maps
  • Lexington, KY, USA