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Reservation Desk Team Lead

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Chicago, United States Fleetcor Full time

Corpay is currently looking to hire a Team Lead within our Lodging division. This position falls under our TA Connections line of business and is located in Schaumburg, IL. 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 in a timely manner and following the defined procedures. The Team Lead 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. You will report directly to Jason Stockdale and regularly collaborate with supporting team(s)/department(s). How We Work As a Team Lead, you will be expected to work onsite and will be provided with: Assigned workspace in Schaumburg, IL office Training Role Responsibilities The responsibilities of the role will include: Assigning shift activities to Crew Accommodations Agents Ensuring that Crew Accommodations agents understand and acknowledge their assigned tasks Maintaining the team’s schedule/roster updated to accurately reflect deviations from the original plan, as well as any approved modification Acting as the main liaison between the client’s duty manager and TA Connections Crew Accommodations Desk Working closely and in sync with client’s Crew Tracking, Crew Scheduling, and other groups relevant to satisfy all operational requirements Communicating with internal departments and management to resolve problems and expedite work Ensuring there is alignment, clarity, and consensus before communicating relevant information and/or instructions to the Crew Accommodations Team Maintaining 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 Leading, guiding, and managing the shift resources efficiently to maintain a proper workload balance between activities and ensure tasks are shifted based on priority Monitoring and reporting agents’ attendance, punctuality, breaks, and adherence to company policies and Employee Handbook Monitoring and confirming 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 utilizing all tools and technology to process, track, and report transactions Mastering all agent activities and tasks and executing them when needed, which include, but are not restricted to: Booking and updating hotel accommodations and ground transportation Last minute sourcing for hotel and ground transportation options Managing communications with hotels and GT vendors through email and phone calls Accurately registering 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 Assisting, supporting, and providing 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 Executing and completing all routine shift activities assigned to the Team Lead role such as, but not limited to, reporting and agent assignments Monitoring performances of shift agents for assistance with evaluations, quality assurance, and training purposes Regularly providing positive and/or constructive feedback to Crew Accommodations Agents and colleagues regarding their tasks, performance, and issue-resolution accomplishments Maintaining levels for Performance and Core Competency objectives (see Performance Guide for details) Informing, advising, and making recommendations to leadership and Ops management regarding any individual’s opportunities for improvement in a constructive and conducive way; maintaining discretion as needed Adhering to Corpay rules, regulations, and policies which are now in effect, or as subsequently adopted or modified by the Company Assisting 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 detail 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 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 Corpay is an Equal Opportunity Employer. Corpay 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. #J-18808-Ljbffr