Operations Supervisor
Copay is currently looking to hire an Operations Supervisor within our Lodging division. This position falls under our CLC line of business and is in Lexington, KY. In this role, you will lead and manage the daily activities of a call center team. You will report directly to the Operations Manager and regularly collaborate with other teams and departments.
As an Operations Supervisor, you will be expected to work in an office environment. Copay will set you up for success by providing :
- Assigned workspace in Lexington, KY
- Company-issued equipment
- Formal, hands-on training
The responsibilities of the role will include :
Coordinating work activity of the Call center representatives, ensuring superior customer serviceConducting regular meetings, coaching, and feedback sessions with direct reports; regularly monitoring performance and tracking key individual metricsMonitoring all interactions that affect client relationships :Answering calls, intake, and processing requests, making reservations, following up on client messages relating to the production reps, consulting activities, and basic negotiationResolving all client and hotel calls regarding extensions, early departures, or changes to a reservationConducting appropriate client communications as neededEnsuring clients' issues related to Call center reps are addressed and resolved in a timely and effective manner.Promoting accuracy and quality in service via spot-checking requests and reservations about client guidelinesConducting quality call monitoring as neededEnsuring service levels are met.Assisting in producing and analyzing relevant statistics, including identifying trends and insightsEnsuring staff achieve targeted metrics through coaching, development, and discipline.Collaborating with Learning & Development to ensure all staff are appropriately trained.Participating in and / or coordinating projects, workgroups, and events within the team and across CLCAssisting with an overflow of work as neededMonitoring workflow dailyQualifications & Skills :
High School Diploma or GED3-5 years of related supervisory experienceDemonstrated ability to teach others, work in a team environment, and deliver superior service.Demonstrated ability to develop, report, interpret, and act on key metrics.Proven problem-solving skills, identifying root causes and solutions through a high level of critical thinking.Ability to thrive and excel in a fast-paced environment with changing priorities.Demonstrates a positive "can-do" attitude, is self-motivated, and is committed to high workplace standards.Proven effective and professional oral and written communication skills with various levels of audience.Excellent interpersonal skillsWorking knowledge of Microsoft Word, Excel, Outlook, and the internetMust be extremely detail-oriented and organized.Prior experience as a subject matter expert for policies and procedures is highly desiredTakes initiative, demonstrates personal responsibility and ownership, and exemplifies what it means to provide the highest level of customer service.Benefits & Perks :
Medical, Dental & Vision benefits are available the 1st month after hire.Automatic enrollment into our 401 (k) plan (subject to eligibility requirements)Virtual fitness classes are offered company-wide.Robust PTO offerings including major holidays, vacations, sick, personal, & volunteer timeEmployee discounts with major providers (i.e., wireless, gym, car rental, etc.)Philanthropic support with both local and national organizationsFun culture with company-wide contests and prizesEqual Opportunity / Affirmative Action Employer
Copay is an Equal Opportunity Employer. Copay provides equal employment opportunities to all qualified 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 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.
