Operations Supervisor

Corpay; Lexington (KY); On-site; USD 55,000 - 70,000; Full time

Benefits offered by this job

Medical, Dental & Vision benefits are

401(k) plan

Virtual fitness classes

Robust PTO including major holidays,/v

Job summary

Corpay is seeking an Operations Supervisor for its Lodging division in Lexington, KY. Lead daily call center activities, coach staff, monitor metrics, and ensure top-tier customer service for hotel and client interactions.

You will report to the Operations Manager and collaborate across teams to optimize processes and service quality in a fast-paced environment.

Qualifications

• High School Diploma or GED required.
• 3–5 years of supervisory experience.
• Proven ability to teach, coach and develop staff.
• Strong data-driven mindset with the ability to report and act on metrics.
• Professional written and verbal communication skills.
• Detail-oriented and organized.

Responsibilities

• Coordinate daily activities of the call center representatives to ensure high-quality service.
• Lead regular coaching meetings with direct reports and monitor performance metrics.
• Monitor client interactions and ensure timely resolution of issues.
• Handle calls, intake, reservations, and related client communications for lodging clients.
• Resolve issues related to extensions, early departures, or changes to reservations.
• Communicate with clients and hotels to manage expectations and service quality.
• Ensure staff adherence to policies and guidelines and maintain service levels.
• Monitor workload, provide analysis and insights on trends and performance.
• Collaborate with Learning & Development to train staff.
• Support cross-team projects and initiatives within the Lodging division.

Skills

Leadership

Coaching

Customer service

Analytics & metrics

Communication

Education

High School Diploma or GED

Tools

Microsoft Word

Microsoft Excel

Outlook

Job description

What We Need

Corpay is currently looking to hire an Operations Supervisor within our Lodging division. This position falls under our Corpay Lodging 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.

How We Work

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

Role Responsibilities

The responsibilities of the role will include:

• 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

Qualifications & Skills

• 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.
• Prior experience as a subject matter expert for policies and procedures is highly desired
• Takes initiative, demonstrates personal responsibility and ownership, and exemplifies what it means to provide the highest level of customer service.

Benefits & Perks

• 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