TSC Manager

Company: FLEETCOR ( Learn More )

General Information
4 Year Degree
Not Specified
Not Specified
Job Description

Supervises and coordinates activities of Supervisors and phone staff providing telephone customer support services.

Principal Responsibilities Include:

  • Supervise Traveler Support Representatives and Supervisors.
  • Hire and schedule TSR’s to maintain coverage 24 x 7 and maintain customer grade of service.
  • Assist in reservation process as necessary.
  • Coordinate attendance and quality monitoring guideline. 
  • Interface with clients on a 1 on 1 basis to solve issues.
  • Ensure implementation and training of new clients into the TSC.
  • Ensure bench strength is always there to support transfers to other areas of the department.
  • Produce prompt and accurate billing reports.
  • Analyze call center metrics, service levels and other performance indicators and recommend initiatives to improve service levels.
  • Manage employee satisfaction through frequent communication, goal setting, performance management and creating a positive environment of clear expectations so as to reduce turnover.
  • Be available 24x7x365 for escalation issues in the TSC whether it be client or infrastructure driven.
  • Perform other duties as assigned by the Vice President of Operations.
  • Skills and Experience:

  • Effective in managing people to include; staff in planning, decision-making, facilitating and process improvement.
  • Excellent communication and customer service skills.
  • Knowledge of MS Word and Excel.
  • One or two years related experience and/or training
  • Bachelor’s degree in Business Administration
  • Thank you for applying and for your interest in FLEETCOR. If your profile corresponds to our requirements, a member of our Talent Acquisition Team will contact you soon.

    Equal Opportunity/Affirmative Action Employer

    If you need a reasonable accommodation for any part of the employment process, please contact your local Human Resources Business Partner and let us know the nature of your request and your contact information. Requests for accommodation will be considered on a case-by-case basis. Please note that only inquiries concerning a request for reasonable accommodation will be responded to.

    For more information about our commitment to equal employment opportunity and pay transparency, please click the following links: EEO and Pay Transparency.

    Job Requirements