Call Center Supervisor

CLC Lodging, a FLEETCOR company, is America's workforce lodging leader, leveraging $1 billion in purchasing power to save travel programs over $400 million each year on hotel stays. For more than 40 years, CLC Lodging has helped companies optimize return on their travel investment and continues to streamline lodging management today.A comprehensive lodging solution for every business travel program - built to scale as you do. CLC dramatically streamlines lodging programs to save you time and money at every step - from reservations to reporting and reconciliation.

Job Summary:

Supervisor will supervise and coordinate activities of workers providing telephone customer support services.  This will include performing Customer Service Representative Tasks, providing call center customer satisfaction and ensuring productivity of direct reports for assigned customer(s) and products.  Assure all service levels for the Call Center are met and managed up appropriately.
 

Responsibilities:

• Coordinates the work activity of the Call Center Specialists to ensure superior customer service.
• Conducts weekly coaching and feedback sessions with direct reports; regularly monitors performance and tracks key individual metrics.
• Monitors all interactions that affect client relationships:
• Answers calls, intakes and processes requests, follows up on client messages relating to the Call Center Specialists. Updates requests for all client and hotel calls regarding extensions, early departures or changes to a reservation.
• Conduct appropriate client communications as needed.
• Ensure clients’ issues related to Call Center Specialists are addressed and resolved in a timely and effective manner.
• Handles client escalations including taking calls from clients to resolve high level issues
• Promotes accuracy and quality in service via spot checking requests in relation to client guidelines.
• Conducts quality call monitoring weekly.
• Assists in producing and analyzing relevant statistics, including identifying trends and insights.
• Ensures staff achieves targeted metrics via coaching, developing and disciplining.
• Collaborates with Operations Manager to ensure all staff are appropriately trained.
• Monitors and updates scheduling as needed.
• Participates in and/or coordinates projects, workgroups and events within the team and across CLC Lodging.
• Assists with overflow of work as needed.
• Responsible to monitor work flow on a daily basis.

Qualifications:

• Bachelor’s Degree or three-five 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 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.
• high degree of initiative, responsibility, punctuality, persistence and ownership

Additional Requirements:

• Must be available for flexible scheduling

Performance Standards

• Meet established phone metrics and quality standards
• Adhere to all FLT Procedures and Processes
• Provide consistent accuracy and service with minimal errors
• Ensure FLT is meeting the client’s needs and handle all issues in a timely manner
• Adhere to Schedule and FLT attendance policy
• Manage time on and off the phone to provide real-time availability

Package Description

• Benefits on the first of the month following your hire date- no matter when you are hired during the month!
• Automatic enrollment into the 401k plan within your first thirty (30) days on the job:  no more waiting until you’ve been with the company for 1 year!
• Projected company growth trajectory that shows double-digit year over year growth through both organic growth as well as acquisitions.
• Fun environment with contests and prizes!
• Inclusive environment that promotes career growth!