Crew Accommodations Supervisor (Hotel Reservation Call Center)

Crew Accommodations Supervisor

What We Need

FLEETCOR is currently looking to hire a Crew Accommodations Supervisor within our Lodging division. This position falls under our TA Connections line of business and is located in Lexington, KY. In this role, you will be responsible for overseeing the agents assigned to the specific shift and ensuring that the scheduled functions and tasks of the Crew Accommodations desk are completed on a timely manner and following the defined procedures. The supervisor will also train, coach, and mentor, ensuring productivity and service level agreements are met or exceeded. This position requires strong leadership and interpersonal skills, as well as experience working under pressure in a dynamic and demanding environment. This position executes FLEETCOR’s Airline Division strategy to support the company business strategy and values. You will report directly to Carissa Lyoness and regularly collaborate with supporting team(s)/department(s).

How We Work

As a Supervisor you will be expected to work at 3199 Beaumont Centre Circle, Lexington, KY. FLEETCOR will set you up for success by providing:

• Assigned workspace in Lexington, KY office
• Company-issued equipment
• Training

Role Responsibilities

The responsibilities of the role will include:

• Assign shift activities to Crew Accommodations Agents
• Ensure that Crew Accommodations agents understand and acknowledge their assigned tasks
• Maintain the team’s schedule/roster updated to accurately reflect deviations from the original plan, as well as any approved modification
• Act as the main liaison between the client’s duty manager and TA Connections Crew Accommodations Desk
• Work closely and in sync with client’s Crew Tracking, Crew Scheduling and other groups relevant to satisfy all operational requirements.
• Communicate with internal departments and management to resolve problems and expedite work
• Ensure there is alignment, clarity and consensus before communicating relevant information and/or instructions to the Crew Accommodations Team
• Maintain an environment of positivity, open and respectful communications, and professional behavior.
• Responsible for reporting any and all incidents in a formal and professional manner to the direct report and/or HR.
• Lead, guide, and manage the shift resources efficiently to maintain a proper work load balance between activities and ensure tasks are shifted based on priority
• Monitor and report agents’ attendance, punctuality, breaks, and adherence to Companies’ policies and Employee’s Handbook
• Monitor and confirm that all agents have access to the tools, systems and defined resources that will allow them to perform their job duties as per Standard Operations Procedures
• Effectively utilize all tools and technology to process, track and report transactions
• Master all agent’s activities and tasks and execute them when needed, which include, but is not restricted to:
• Booking and updating hotel accommodations and ground transportation
• Last minute sourcing for hotel and Ground transportation options
• Rate negotiation
• Manage communications with hotels and GT vendors through email and phone calls
• Accurately register in TA Connections System and applications all reservations information, agreements, approvals and background information relevant for future research and troubleshooting
• Other assigned on an ad-hoc basis
• Assist, support, and provide guidance to all Crew Accommodations agents on shift with shift activities
• Responsible for accurate and timely execution of Hotel relocations of crews and formal communications with main stakeholders
• Execute and complete all routine shift activities assigned to the supervisor role such as, but not limited to, reporting and agent assignments.
• Monitor performances of shifts agents for assistance with evaluations, quality assurance, and training purposes
• Regularly provide positive and/or constructive feedback to Crew Accommodations Agents and colleagues regarding their tasks, performance, and issue-resolution accomplishments
• Maintain levels for Performance and Core Competency objectives (see Performance Guide for details)
• Inform, advise, and make recommendations to leadership and Ops management regarding any individual’s opportunities for improvement in a constructive and conducive way; maintain discretion as needed
• Adhere to FLEETCOR rules, regulations, and policies which are now in effect, or as subsequently adopted or modified by the Company
• Assists with other tasks or special projects as assigned by manager

Qualifications & Skills

• High School Diploma or GED equivalent
• Minimum 3+ years proven experience in a call center environment required
• Proven experience in a supervisory level role (required if applicant is not a TA Connections employee)
• Experience with call center supervision in the airline industry preferred
• Thorough knowledge of call center technology and client relationship principles and best practices
• Effective oral and written communication skills; delivers messages in a clear, concise manner with strong attention to details
• Effective organizational, analytical, and problem-solving skills
• Ability to interact with clients and business partners both electronically and via telephone
• Excellent interpersonal and client relationship skills
• Ability to manage and provide feedback to all individuals
• Flexibility to adapt to changing customer requirements and schedules
• Proficient internet research skills for customer information
• Proficiency with SABRE (preferred)
• Proficient in handling multiple priorities in a high volume, target-based environment
• Proficient in Microsoft Office (Word, Excel and PowerPoint), MS Project preferred

Benefits & Perks

• 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

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.com or 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: EEO and Pay Transparency

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• "Beyond" Adjacent Segments. FLEETCOR will continue extending its existing business into adjacent spaces to broaden its market opportunity.

• Launch New Platform Business. FLEETCOR has launched its "new platform business" integration "Expense Management & AP/Vendor Payments" solutions into one bundled software platform.