| Location | Brentwood, TN |
What We NeedCorpay is looking to hire an Operations Supervisor to join our USVP lines of business. This position falls under our North American Fuel division and is located in Brentwood, TN. In this role, you will ensure the success and productivity of our Customer Support agent while maintaining high levels of client satisfaction and operational efficiency. You will report directly to Operations Manager and regularly collaborate with internal teams.How We WorkAs 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 Brentwood, TNCompany-issued equipmentFormal, hands-on training
Role ResponsibilitiesThe responsibilities of the role will include:Leading and Supporting Customer Agents:
Providing leadership and guidance to a team of Support Customer Agents, ensuring they have the resources and training needed to excel in their rolesConducting agent coaching's to review performance metrics, share best practices, and address any challengesServing as an escalation point for complex client issues, providing resolution strategies and support
Client Relationship Management:
Overseeing the portfolio of Salesforce queues managed by the team, ensuring high levels of client satisfaction and retentionCollaborating with leadership to develop and implement client service delivery strategies tailored to client needs and contract specifications
Operational Excellence:
Monitoring and managing the productivity and quality of the Support Customer Agents, ensuring adherence to company standards and client expectationsAnalyzing team performance data to identify trends, areas for improvement, and opportunities for growthDeveloping and refining processes and procedures to enhance the efficiency and effectiveness of the support customer function
Training and Development:
Providing ongoing coaching and development opportunities for support customer agents to enhance their skills and career progressionConducting performance evaluations and creating individualized development plans to support employee growth
Cross Department Collaboration:
Working closely with other departments, including Sales, Product Development, and Account Management teams, to ensure seamless service delivery and support for clientsFacilitating communication and coordination between Support Customer agents and other teams to address client needs and resolve issues promptly
Innovation and Improvement:
Acting as a change agent within the organization, identifying opportunities for process improvements and driving initiatives to enhance the client experienceContributing to the development and testing of new processes, products, and services that benefit the client base and improve operational efficiency
Qualifications & Skills:Education, Experience, and Technical Skills:
Minimum 2 years of experience in call center or customer service roles, with at least 1 year in a supervisory or leadership positionProven track record in account management or relationship managementMinimum High School diploma or GED required; Bachelor's Degree or equivalent work experience preferred.
Proficiency in Microsoft Office SuiteKnowledge of Salesforce or similar CRM systems is a plus
Leadership Skills:
Strong leadership and team management skills with the ability to motivate and develop a high-performing teamExcellent problem-solving and decision-making abilitiesExceptional communication and interpersonal skills, with the ability to interact effectively with clients and internal stakeholders
Benefits & Perks
Medical, Dental & Vision benefits available the 1st month after hireAutomatic enrollment into 401(k) plan (subject to eligibility requirements)Company-wide virtual fitness classesRobust PTO offerings including major holidays, vacation, sick, personal, and volunteer timeEmployee discounts with major providers (wireless, gym, car rental, etc.)Philanthropic support with both local and national organizationsEngaging culture with company-wide contests and prizes