What We Need
FLEETCOR is currently looking to hire a Call Center Weekend Team Lead within our Lodging 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 the Managed Call center Team.
The Call Center Team Lead will assist in managing employee productivity, call volume, trends, conducting adherence and compliance to call policies.
They will also oversee the weekday call center statistics such as abandoned calls, service level, outbound queues, and individual metrics to ensure client satisfaction.
You will report directly to the hiring manager and regularly collaborate with team(s).
How We Work
As a Call Center Team Lead 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
• Schedule is Thursday - Monday 10 am - 7 pm
Role Responsibilities
The responsibilities of the role will include:
• Monitoring all interactions that affect client relationships.
• New Requests, Extensions, Issues, Modifications, and Client Email Distros.
• Resolving all client and hotel calls regarding extensions, early departures or changes to a reservation.
• Conducting appropriate client communications as needed.
• Ensuring clients’ issues are addressed and resolved in a timely and effective manner.
• Promoting accuracy and quality in service by spot checking requests and reservations in relation to client guidelines.
• Ensuring staff achieves target metrics by coaching, developing and disciplining.
• Collaborating with Supervisors and Director to ensure all staff are appropriately trained.
• Participating and/or coordinating projects, workgroups and events within the team and across CLC.
• Assisting with overflow of work as needed.
• Monitor workflow.
Qualifications & Skills
• Demonstrate ability to teach others, work in a team environment and deliver superior service.
• Demonstrate 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.
• Demonstrate 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 in the Call Center highly desired.
• Takes initiative, demonstrates personal responsibility and ownership and exemplifies what it means to provide the highest level of customer service.
Benefits & Perks·
• $2,000 Referral Incentive
• 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
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