Crew Ops Manager

Crew Accommodations Ops Manager What We Need FLEETCOR is currently looking to hire a Crew Accommodations Ops Manager within our Hotel Connections division. This position falls under our Lodging line of business and is remote. In this role, you the Operations Manager within Fleetcor’s Airline Division is responsible for overseeing and managing a Crew Accommodations Team. The Ops Manager will have direct supervision and accountability over all clients’ operations within Crewrez application. The Ops Manager is responsible for overseeing the team’s recruitment and hiring process, for ensuring a proper structure and training program, for stablishing and enhancing controls and metrics to monitor the team’s operation, performance and productivity, to plan and execute tactical and strategic roadmaps to ensure proper staffing, for meeting the company’s financial and operational objectives within contracted client’s SLAs, for empowering a culture of teamwork, commitment, transparency and continuous improvement; and, last but not least, to ensure a proper succession plan and development pipeline for the team. Performance metrics include Agents Crewrez Actions and tickets resolution, call efficiency, staffing utilization, OT, acceptable turnover, and expenses within budget.  The Crew Accommodations Ops Manager will maintain positive relationships within the TA Connections internal clients (Account management, Billing Invoicing, Sourcing and IT); as well as with external clients (Ops stakeholders) and Hotel & Transportation vendors.  Additionally, this position is responsible for successfully supporting technology projects, implementing processes improvements, monitoring operational performance and resolving issues, not only operational, but also related to system settings, hotel rules and contracts, so that the billing process is efficient and accurate.  You will report directly to Nabil Guernouti and regularly collaborate with various departments. How We Work As a Crew Accommodations Ops Manager, you will be expected to work in a virtual environment. FLEETCOR will set you up for success by providing: • Assigned workspace in home office set up• Company-issued equipment • Virtual training • Monthly home internet stipend Role Responsibilities The responsibilities of the role will include: • Developing and maintaining a clear and efficient governance structure (delineation of duties and responsibilities) on all operational activities including: recruitment, hiring process, training, performance measuring, coaching & feedback, recognition, updated Standard Operating Procedures, among others.• Developing and maintaining short, mid and long-term plans to ensure the expected high standard level of service is delivered allocating resources in an efficient way to ensure business sustainability. Plans will include, but not limited to:   o Agent staffing tied to productivity and performance metricso Succession plans that involve Agents Training, Cross Training and Up-Trainingo Supervision Structure staffing and training o Salary and wages Budgeting (including OT and recognition programs)o Expense Budgeting (T&E, Training, Equipment)o PTO and time management o BCP internal and external drills•  Researching, developing, implementing and manage operational tools and best practices to monitor and track customer service operations:o KPI and Dashboardso Training material, tests and knowledge databaseo Trouble shooting methodologies and access to informationo Process improvement methodologies and functions  o Visibility of Ops performance (as well as service failures) to key internal and external stakeholders• Facilitating cross-functional initiatives that enhance and standardize global operations processes and cross-utilize resources to eliminate cultural, process and system barriers.• Not only adapt plans and priorities to address resources based on business and operational changes, but also proactively identify and contribute to solving priority issues that would require immediate attention.• Researching, create, implement and adjust company and specific customer service policies and procedures to ensure compliance with all local regulations.• Creating a strong culture of engagement, open communication, empowerment, employee motivation and development, acknowledging and being ambassadors of our key company values and business principles. • Act as the main liaison for other operational departments, such as account management and Information Technology (among others) to research and resolve client, system and process issues. • Acts as mentor to all ops team members, specially supervisors and team leads.• Maintains in-depth working knowledge of current technology, systems and processes. • Providing and discuss SLA and operational performance reports.• Maintaining positive relationships with all TA Connections employees and leaders, clients and Hotel and Transportation Vendors.• Working closely with the appropriate leaders (specially AM) to mitigate operational restraints, clear definition of responsibilities and to constantly educate the business on operational processes and procedures.• Project management methodologies to track progress of activities and projects.• Completing performance evaluations for each local TA Connections team member.• Be a backup for the Assistant Manager role including and not limited to payroll, client SLA reports, vacation allocation, employee performance and developments. Job Requirements:  • Excellent verbal and written communication skills.• Ability to work effectively with internal and external clients at all levels.• Aptitude for learning and mastering all relevant internal software applications.• Responds promptly to customer needs, solicits customer feedback to improve service, while exceeding client expectations.• Displays willingness to make decisions, exhibits sound and accurate judgment and includes appropriate people in decision-making process.• Prioritizes and plans work activities; uses time efficiently.• Adapts to changes in the work environment, manages competing demands, and changes approach or method to best fit the situation; able to deal with frequent change, delays, or unexpected events.• Demonstrates accuracy and thoroughness, looks for ways to improve and promote quality, and applies feedback to improve performance; monitors own work to ensure quality.• Follows policies and procedures, completes administrative tasks correctly and on time; supports organization’s goals and values. • Familiarity with travel, hotel and call center operations, maintaining a thorough knowledge of airline processes and terminology, hotel accommodations market and contractual needs.• Develop a thorough knowledge of Crewrez, Crewconnect, AIR & BizHero software and handling requirements of all airlines requesting rooms.• Previous experience with travel, hotel and call center industry.• Advanced skills in Excel for operational data analysis.• Ability to make data driven decision, while applying corrections as necessary with qualitative variables.• Ability to work independently and as a contributing team member.• Ability to maintain calm and to make rational decisions in a stressful situation with pressure to deliver results against the clock.• Flexibility to work at different times of the day and for prolong hours as needed.• Flexibility to travel up to 25% of the time visiting other TA Connections and/or client officesQualifications & Skills • High school diploma or GED Certificate is required.  • 2 – 3 years of relevant experience managing teams 40 employees (on-site & remote)• 2 – 3 years of experience in airline/call center operations• Previous experience in a management role, preferably in a call center environment.• Previous experience management direct hires, contractors and outsource personnel, is beneficial• College education is preferred but not required. • General knowledge of Microsoft applications and call center platforms.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 prizesOur 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 EmployerFLEETCOR 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# LI-AH1#LI-Remote

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