Job description

Call Center Supervisor

What We Need

FLEETCOR is currently looking to hire a Call Center Supervisor within our CLC division. This position falls under our Lodging line of business and is located in Lexington, KY. In this role, you 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. The Call Center Supervisor will manage all workflow for direct reports. You will report directly to the TSC Manager and regularly collaborate with other teams and departments.

How We Work

As a Call Center 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

· Company-issued equipment

· Formal, hands-on training

Role Responsibilities

The responsibilities of the role will include:

· Managing a team of 10-20 direct reports

· Assuring directs are meeting established KPI’s

· Tracking employee productivity and managing individual team members

· Identifying concerns and communicating them to the TSC Manager

· Working with Workforce Management to identify schedule needs

· Completing daily tasks weekly, monthly tasks in a timely manner as determined by Operations Manager

· Completing QA’s and track reporting for direct reports to ensure goals are being met

· Provide communication and follow up to ensure representatives are fully informed of all new information related to products, procedures, customer needs and company related issues, changes or actions.

· Train, motivate, develop and coach a team of TSC Representatives; Develop and maintain product efficiency and effectiveness reporting

· Provide direct product support to customer(s) and departments outside the TSC to improve efficiency and customer satisfaction

· Counsel TSC Representatives on immediate concerns that arise during the shift

· Work with TSC Manager to make necessary changes in staffing based on customer needs

· Perform other duties as assigned by the TSC Manager or TSC Director, CLC Lodging Shared Services

Qualifications & Skills

· 2+ years supervisory experience, preferably in a call center

· Problem solving

· Knowledge of MS Word and Excel

· Proficient communication that includes telephone, verbal and written skills.

· Must have excellent time management ability and be able to prioritize tasks

· Must display a high ability to make supported decisions

Additional Requirements

· Must be available for flexible scheduling to support 24/7 business needs

· Must be detail oriented

· Must display a high ability to make supported decisions

· People motivated and able to give and receive feedback

· Be open to change and demonstrate an ability to adapt

Benefits & Perks

· Medical, Dental & Vision benefits available the 1stmonth 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.comor 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: EEOand Pay Transparency

Job Type: Full-time

Pay: $40,000.00 - $43,000.00 per year

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Employee assistance program
• Employee discount
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Parental leave
• Vision insurance

Schedule:

• Evening shift

Ability to commute/relocate:

• Lexington, KY 40513: Reliably commute or planning to relocate before starting work (Required)

Work Location: In person

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