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Weekend Operations Team Lead


This is a Full-time position in Lexington, KY posted May 4, 2022.

Job Description

The Team Lead will lead and manage the daily activities of the Managed Reservations Team.

The Operations Team Lead will assist in managing employee productivity, call volume, trends, conducting adherence and compliance to call policies.

They will also oversee the weekend call center statistics such as abandoned calls, service level, outbound queues, and individual metrics to ensure client satisfaction.

Principal Responsibilities Include

Monitor all interactions that affect client relationships:

New Requests, Extensions, Issues, Modifications, and Client Email Distros.

Resolve all client and hotel calls regarding extensions, early departures or changes to a reservation.

Conduct appropriate client communications as needed.

Ensure clients’ issues are addressed and resolved in a timely and effective manner.

Promote accuracy and quality in service by spot checking requests and reservations in relation to client guidelines.

Ensure staff achieves target metrics by coaching, developing and disciplining.

Collaborate with Supervisors and Director to ensure all staff are appropriately trained.

Participate and/or coordinate projects, workgroups and events within the team and across CLC.

Assist with overflow of work as needed.

Monitor work flow.

Required Qualifications

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.

Preferred Qualifications

Excellent written and oral communication skills

Previous experience in the hospitality or retail industries preferred

Demonstrates a high degree of initiative, responsibility, punctuality, persistence and ownership

About the Company

FLEETCOR Technologies, Inc.

(“FLEETCOR”) is a leading global provider of business payment solutions.

We help companies of all sizes control, simplify and secure payment of various domestic and cross-border payables using specialized payment products.

We serve businesses, partners, merchants, consumers and payment networks in North America, Latin America, Europe, and Asia Pacific.

$2.4B Annual Revenue

600,000 Directly Served Business Clients

2.6B+ Transactions per Year

8,400+ Employees

(as of December 31, 2020)

Our payment solutions provide our customers with a payment method designed to be superior to and more robust and effective than what they use currently, whether they use a competitor’s product or another alternative method such as cash or check.

We group our payment solutions into five primary categories: Fuel, Lodging, Tolls, Corporate Payments and Gift.

Each category is unique in its focus, customer base and target markets, but they also share a number of characteristics: customers are primarily businesses, have recurring revenue models, have specialized networks which create barriers to entry, have high margins, and have similar selling systems.

FLEETCOR enjoys global recognition including:

Forbes Global Growth Champion
– FLEETCOR is one of the 250 fastest growing companies in the world as determined by Forbes and Statista

Forbes World’s Most Innovative Companies
– FLEETCOR has made this prestigious list of leading innovative companies 4 years in a row!

Fortune 1000 Company
– FLEETCOR was one of the largest movers in the new rankings of the largest companies in America, ranking #872

S&P 500
– In 2018, FLEETCOR joined the S&P stock index comprised of the 500 leading US stocks based on market cap (company value)

Our Vision

Despite many advances in our industry, the majority of business payments are still made with outdated and inferior payment methods, such as checks and cash.

We envision a business world where every purchase is controlled, every payment is digital, and every payment-related decision is well-informed.

In this future paperless state, payments will require little to no time to manage, leaving companies with more time for what matters most: activities that grow their businesses.

Our Mission

FLEETCOR’s mission is to provide businesses with a better way to pay, by replacing outdated payment methods such as checks and cash, and displacing the incumbent providers of those methods.

Through the digitalization of payments, we create and support robust ecosystems which benefit all participating constituents: payment-making customers, payment-accepting merchants, tax-collecting governments, and FLEETCOR.

Our Strategy

FLEETCOR is a growth company, and we employ a simple three-prong strategy for growing our business:

More Customers.

We invest more than $200 million per year in sales and marketing, predominately focused on new customer acquisition.

We continue to scale existing sales channels and headcount, enable our sales people with demand generation and other tools, and launch new distribution channels both internally and through partners such as ERP software providers, telematics companies, and banks.

We will also grow our customer base inorganically through acquisitions.

More Spend.

We seek to leverage our existing customer relationships and capture greater share of their business payment expenditures.

As such, we have developed various “beyond” initiatives, where we extend the utility of an existing payment product without degrading the core value proposition of the original product.

As such, a customer can “buy more stuff” without sacrificing the controls and reporting which attracted the customer to our product to begin with.

For example:

Our Fuel card customers can enable their cards to allow non-fuel purchases relevant to their business, like allowing a painting crew to buy supplies at a home improvement store, so they can finish the paint job.

Our Toll tag customers can use their in-vehicle RFID tags to make other “on the go” purchases like parking, fuel and fast-food.

For our customers, these product extensions reduce payment friction, saving them time and operational headaches.

For FLEETCOR, these product extensions can increase our share of wallet with existing customers and can increase our products’ appeal and applicability to previously-unserved customer segments (e.g., non-toll urban dwellers).

We also create new product offerings, developed internally or in conjunction with partners, to cross-sell to our existing customer base.

More Geographies.

We continue to seek attractive entry opportunities in major international markets, which we intend to pursue through acquisitions and partnerships.

Our Commitment to Diversity, Equality, Inclusion, Belonging

Together we can foster true belonging.

We know different ideas, perspectives and backgrounds lead to better innovation and results.

We are therefore committed to building and nurturing a culture of diversity, inclusion, 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” at FLEETCOR.

Our Values

FLEETCOR’s culture reflects our history of fast growth and our continued drive for results.

Our entrepreneurial spirit remains strong across our global workforce, and we reinforce these principles in our five core values:

Innovation: Figure out a better way

Execution: Get it done quickly

Integrity: Do the right thing

People: We make the difference

Collaboration: Accomplish more together

These values guide all of our employees and are infused in all aspects of our Company.

We are, as a team, united through these shared values and our mission to provide “a better way to pay.”

Our values foster an inclusive culture through the expectation that all employees will treat each other with respect and appreciate the diversity of identities, thoughts, backgrounds and styles.

Our commitment to fostering an inclusive culture has never been more essential than in this moment of national reflection.

We must always celebrate the diversity of our company and our communities.

We strongly believe that the quality and diversity of our workforce provide FLEETCOR with a competitive advantage, and that our problem-solving and solution-building efforts are greatly enhanced when we harness the collective thinking of a diverse group of people with unique experiences and perspectives.

Equal Opportunity/Affirmative Action Employer

FLEETCOR is an Equal Opportunity Employer.

FLEETCOR provides equal employm