What We Need FLEETCOR is currently looking to hire a Manager, Operations position falls under the Petroleum Marketers Division in NA Fuel line of business and is located in Peachtree Corners, GA. In this role, you will responsible for the leadership of the business helpdesk / customer service function within Petroleum Marketers. This person has both customer-facing and IT-facing responsibilities and must be able to define and manage a rigorous process for high-severity issue resolution. It should be noted that this position will build processes, evangelize the purpose and benefit, and work with both our IT and business functions to deliver consistent and timely insight into customer-facing issues. Extemporary follow and customer service-oriented skills are required. You will report directly to VP, Client Services and regularly collaborate with various departments. Role Responsibilities The responsibilities of the role will include: Provide daily direction to contact center associates Ensure associates are adhering to schedules and that service levels are achieved on a daily basis Work daily to manage service levels, scheduling, queues and staffing in Workforce Management Manage cases through SalesForce Manage any needed modifications to SalesForce, WorkForce Management, the phone system and NICE Manage the afterhours service relationship Provide daily direction and coaching to associates Ensure daily communication with team Develop scripts for both written and verbal associate communication Develop performance improvement plans as needed and follow through on all disciplinary actions Hold monthly one-on-ones with associates providing constructive feedback on performance and ways they can continue to exceed in their position Hold monthly team meetings to share pertinent information to entire team Provide structured support to career development discussions ensuring associates understand their potential for growth within the company Work with team members to develop training plans for their individual growth Ensure customer escalations are handled expeditiously and that all customer complaints are addressed quickly and appropriately with the associates Must be able to handle escalations for all call types Perform quality monitoring throughout the month on all associates, providing feedback as necessary Participate in quality calibration sessions with the QA team ensuring consistency in scoring Manage all associate reports and SLAs Elevate marketer opinions of the Help Desk and Customer Service teams Drive employee engagement by being available, accessible and mentoring staff Utilize all recognition and reward tools on a frequent basis Assist in coordination of departmental activities for the associates (i.e. CS week, monthly celebrations etc.) Complete all job training required to stay informed about new products, policies and practices Afterhours support (whitelist, auth/outage issues) CFN/FleetSource Equipment Management CFN/Pacific Pride/FleetSource Billing Manage Ancillary spreadsheet Assist with sending Network Notifications to participants/franchisees Assist with answering calls when necessary Submit purchase order requests Application Entry; Tracking; Manual Account Setup (When Applicable) Produce list of specific/special service items by marketer Assign portal training for marketers Other duties as assigned Qualifications & Skills Bachelor’s Degree required 7 years of experience in managing a similar function and/or 2-3 years of experience within the Commercial Card space or payments. Cardlock or Petroleum POS system experience is preferred. Strong leadership skills Great phone and written skills Must be an independent, self-starter capable of working through matrixed relationships in management Must possess exceptional verbal and written communication skills Demonstrated ability to work calmly in a fast-paced environment while effectively managing multiple responsibilities Must be able to drive team excellence Track record of growing both individual team member performance as well as overall team performance Must possess strong analytical skills Must possess strong experience within Microsoft Excel, Word, Workforce Management, NICE and Salesforce.com. Service Now experience is preferred.